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The American Customer Satisfaction Index (ACSI) recently released the results of its latest survey. The headlines declared that customer […]
When a customer calls into a contact center, they want a good experience, and they […]
HighPoint Vice President of Operations, Doug Taylor, is scheduled to speak at the International Customer […]
There’s no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the […]
HighPoint was selected as a finalist for the 2018 Moxie Award in the category of […]
Caller: “I can’t figure out how to ask for a return on your website.” Customer […]
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially […]
First, they don’t have to start from scratch. Federal government agencies are working to meet […]
Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to […]
By Cal Shintani, Chief Growth Officer at HighPoint Global While the federal government hasn’t traditionally […]
Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, […]
The caller is onboard. The customer service representative (CSR) is onboard. And it’s your job […]