Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…

Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…
Modernization is at the forefront of the government’s agenda, with virtually every agency being tasked with modernizing operations to better serve citizens. While agency managers work to comply…
In today’s world, customers have become accustomed to serving themselves. This phenomenon may have started with fuel. With the notable exception of New Jersey, customers have been pumping their own…
HighPoint Vice President of Operations, Doug Taylor, is scheduled to speak at the International Customer Management Institute’s (ICMI) Contact Center Demo event in Las Vegas. Taylor’s presentation, called “Contact Center…
There’s no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the death knell of contact centers for decades. In the 90s, technology enthusiasts predicted that contact…
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 of customers favor a self-service solution,…