Here’s What Feds Can Learn About CX from Local Government

First, they don’t have to start from scratch. Federal government agencies are working to meet citizen service goals set out in the President’s Management Agenda. In doing so, they do not…

Digitization brings changes to CSR training

Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to information as well as the ability to self-serve. The majority of customers favor a self-service solution,…

Federal Centers of Excellence, Improvements in CX are on Track

By Cal Shintani, Chief Growth Officer, HighPoint Global The federal government is making progress on the customer experience (CX) goals laid out in the President’s Management Agenda (PMA), but the 2018 Forrester Federal Customer Experience…

Refining the Hiring Process

How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for…