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…
Tag: customer experience
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…
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…
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…
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…