News

3 ways to get the most out of QA

By Scott Weddle, Director, Quality Assurance at HighPoint Global. This article was originally published by GCN. Government agencies have doubled down on improving how they interact…

HighPoint Renews CMMI Appraisals

Company appraised at Maturity Level 3 for development and Maturity Level 2 for Services as part of ongoing commitment to quality development and repeatable processes…

HighPoint to Expand Indianapolis Presence

Company dedicated to growing central Indiana employee base to deliver citizen-centric digital services for government clients Indianapolis – November 15, 2018 – HighPoint Global, LLC, a…

Digitization brings changes to CSR training

Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to information as well as the ability to self-serve. The majority…

Three keys to strengthening citizen trust

Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, not only acknowledged this issue—it calls out the government’s poor…

Refining the Hiring Process

How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center with highly skilled customer service…

HighPoint Wins 2018 Corporate Growth Award

The Association for Corporate Growth recognizes HighPoint’s acquisition of Primescape Solutions as a top business transaction. Reston, VA – May 24, 2018 – HighPoint Global’s…

Primescape Solutions to rebrand as HighPoint

Reston, VA – April 16, 2018 – HighPoint Global®, the citizen experience companyTM, today announced that recently acquired digital transformation company Primescape Solutions will move under…

Technology Is A Driving Force In Indiana

This article was originally published in Chief Executive by Indiana Economic Development. When California’s Salesforce acquired ExactTarget in 2013, Indianapolis suddenly became the company’s second-largest…

Giving Citizen Satisfaction a Boost

Published on The Public Manager Written by Paula Ketter  The ACSI Federal Government Report 2016 reports that “following three years of steady erosion ending in an all-time…

Training to Boost the Citizen Experience

Scenario-based learning programs can equip new and seasoned employees to more effectively help their citizen customers. Most people who enter public service do so because…

Why Is Customer Service So Bad?

Published on The Motley Fool featuring HighPoint’s Director of Learning and Experience Design Center of Excellence, Josh Plaskoff Most people have experienced a four-hour appointment window that…

Strategies to Improve Quality of Service

by Dennis Redden Published in Contact Center Pipeline September 2016 Contact centers today are facing multiple, and sometimes competing, pressures. The need to improve operational efficiency, integrate new technologies, support…

Digital customer service — an oxymoron?

Citizen-service agencies are making strides into the digital landscape. They are embracing digital channels beyond email by offering web chat and establishing their presence on…

HighPoint Global is Expanding Baltimore Presence

RESTON, VA – Feb. 23, 2015 – HighPoint Global®, a nationally recognized management solutions company specializing in elevating the citizen experience (CX) through improved constituent…