User-centric approach to digitization is a winning strategy
Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies have ...
It’s Really Not About Foosball and Free Lunch: Digging Into Employee Engagement
This article was originally published in CustomerThink. By Doug Taylor, Senior Director, HighPoint Global When ...
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience ...
Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. ...
Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more ...
Training to Boost the Citizen Experience
Scenario-based learning programs can equip new and seasoned employees to more effectively help their citizen ...
