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Recent Articles

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…

New Guidance Gives Federal Agencies a Clear Roadmap to Delivering Great Customer Experiences

By Cal Shintani, Chief Growth Officer at HighPoint Global While the federal government hasn’t traditionally been a leader in delivering…

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…