Video: A Powerful Tool for Connecting Citizens to Your Mission
Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a ...
IT Modernization only works if people can use the new technology
Modernization is at the forefront of the government’s agenda, with virtually every agency being ...
Hiring and Training CSRs for Digital Contact Center Work
In today’s world, customers have become accustomed to serving themselves. This phenomenon may have started ...
HighPoint Operations VP to Speak at ICMI Contact Center Demo
HighPoint Vice President of Operations, Doug Taylor, is scheduled to speak at the International Customer ...
Contact center agents have little to fear with AI implementation
There's no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the ...
Digitization brings changes to CSR training
Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to ...
