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    Category: Thought Leadership

    Video: A Powerful Tool for Connecting Citizens to Your Mission
    in Advanced analytics, blog, citizen experience, cx, CX Resources, digital services, doug taylor, HP insights, LinkedIn, Thought Leadership, Video, Video Production0by
    5313

    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 billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…

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    in blog, digital services, doug taylor, highpoint, IT Modernization, IT Services, LinkedIn, Technology, Thought Leadership, training, user experience, Vice President0by
    2476

    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 tasked with modernizing operations to better serve citizens.   While agency managers work to comply…

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    in Advanced analytics, blog, contact center, Contact Center Training, digital services, digitization, doug taylor, highpoint, In the News, Technology, Thought Leadership, training, Vice President0by
    4231

    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 with fuel. With the notable exception of New Jersey, customers have been pumping their own…

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    in Advanced analytics, contact center, cx, CX Resources, Data, highpoint, In the News, Jack McMahon, Thought Leadership, user experience0by
    2889

    4 Tips for Designing and Optimizing Contact Center Dashboards

    In a complex environment such as a contact center, it is easy to become so inundated with data that the big picture gets lost. A dashboard can help you stay…

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    in ACSI, blog, citizen experience, cx, highpoint, Indianapolis, LinkedIn, Operations, Scott Willis, Thought Leadership0by
    2555

    New ACSI Report on Customer Satisfaction Doesn’t Tell the Whole Story on CX

    The American Customer Satisfaction Index (ACSI) recently released the results of its latest survey. The headlines declared that customer satisfaction (CSAT) in federal government agencies is trending down for the first time in 11…

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    in Advanced analytics, Artificial Intelligence, blog, contact center, Contact Center Training, cx, CX Resources, digitization, highpoint, In the News, news, Technology, Thought Leadership, user experience0by
    2384

    Using Voice Technology to Enhance Customer Service

    When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to…

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