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…
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…
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…
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…
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…