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By Greg Salvato
Part 3: Transforming Customer Contact Centers with AI and Gamification – A Comprehensive Approach
As CEO of TouchPoint One, my journey through the evolution of contact center operations has led me to a profound appreciation for the potential of artificial intelligence (AI) and gamification. It's important to clarify that our use of AI, particularly Large Language Models (LLMs) and Generative AI, within our Acuity platform,...
By No Author
A Child's Insight, A Leader's Awakening
As the CEO of a company deeply focused on CX strategy and workforce optimization, I've seen firsthand the impact of effective employee engagement on customer satisfaction and business outcomes. Among the vast sea of strategies I've encountered, some of the most profound came years ago from an unexpected source: my son, Luke.
By Greg Salvato
Leadership Unleashed – How Executives Are Changing the Game for EX and CX - Part 2
In the first part of our series, we explored how integrating AI with human-centric strategies can revitalize the workplace, emphasizing the importance of genuine connections. Moving forward, Part 2, 'Leadership Unleashed – How Executives Are Changing the Game for EX and CX,' shifts our focus towards...
By Greg Salvato
Beyond AI: Fostering Genuine Connection to Revitalize the Customer Contact Workplace – Part 1
The recent article titled "In New Workplace, Employee Engagement Stagnates," authored by Gallup's Jim Harter, highlights a concerning trend in today's workplace: employee engagement in the U.S. has hit a standstill, posing a significant challenge for CX organizations striving to maintain a competitive edge.
By No Author
Unlocking Success in Employee and Customer Experience: The Power of Innovative Performance Management
As leaders at TouchPoint One, we often encounter insights that align consistently with our mission and vision. The perspectives explored in the two McKinsey reports (report 1, report 2) on talent and performance management are a case in point. We believe these reports offer valuable wisdom worth sharing with our community, especially when considering our collective role as contact center leaders in achieving extraordinary employee experience (EX) and customer experience (CX).
By A. Raymond
Navigating Complexity with Confidence: The TouchPoint One Path to Contact Center Transformation
Contact centers are increasingly facing budget constraints, posing challenges in implementing essential performance management and employee engagement solutions. Advanced solutions in this space often represent a significant expenditure, especially for larger CX organizations, leading to potential delays or abandonment of crucial investments and impacting service quality and operational efficiency.
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Trusted by many

“Acuity has made life so much easier for the leadership team!  Having a balanced scorecard is a necessity in our environment.“

- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ

“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“

- Mark Wilson, Chime Solutions CEO

“We are saving ourselves so much time and so many headaches. It is just a better way to work.”

- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit

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