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 […]