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    Tag: customer experience

    A Recipe for Customer Service Success: RTSA, CMS, and CSRs
    in Advanced analytics, CMS, Customer Service Representatives, cx, HP insights, Sudhir Pucha0by
    5464

    A Recipe for Customer Service Success: RTSA, CMS, and CSRs

    Despite myriad opportunities to interact with companies via email, SMS, and chatbot, many customers still want to hear a human voice over the phone. Sometimes this is a matter of…

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    in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
    2302

    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. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…

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    in blog, contact center, CX Resources, Data, In the News, john loughlin, news, Uncategorized0by
    3789

    Four Keys to Creating a World Class Contact Center

    Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold. You wait. And wait. And…

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    in blog, CX Resources, In the News, news, Uncategorized0by
    1757

    Giving Citizen Satisfaction a Boost

    Published on The Public Manager Written by Paula Ketter  The ACSI Federal Government Report 2016 reports that “following three years of steady erosion ending in an all-time low score, citizen satisfaction with…

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    in awards, blog, CX Resources, news0by
    1555

    HighPoint Global to Present on “Citizen Experience (CX)” at the Customer Experience Summit

    RESTON, VA – March 9, 2015 – HighPoint Global’s Senior Vice President of Delivery and Innovation, Abby Herriman, will be a featured speaker at Government Executive and Nextgov’s Customer Experience Summit…

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