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Peg Ayers
ApexCX · Senior Team

Peg Ayers

Senior Consultant

More than 25 years leading large customer service centers, improving processes, managing change, and building leaders and teams that deliver measurable results for the organization.

Contact Center Operations Customer Service Leadership Process Improvement Change Management Employee Engagement Leadership Development Effortless Customer Experience
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Background

Peg Ayers is an ApexCX Senior Consultant based in Colorado. She has led large Customer Service Centers for more than 30 years, improving processes, managing change, and engaging employees to bring out the best in them and create stellar results for the organization. Peg’s experience includes leading centers for OfficeMax, Office Depot, Grand & Toy, Cendant, Affinion Group and Aegis Communications. Peg is a certified John Maxwell Team speaker and teacher and has earned her Customer Experience Professional Certificate (CCXP). She has a gift for developing leaders with great skills and abilities along with high integrity and a talent for building staff loyalty.

At ApexCX, Peg has:

    • Designed and led customer service and remote management training, both virtual and in-person

    • Project-managed a CCaaS transition for a chronic care software company

    • Facilitated journey mapping for a global leader in payment and commerce technology

    • Developed new contact center managers across healthcare and non-profit organizations

    • Built strategic assessments for non-profit, healthcare, and retail clients

Peg’s experience also includes helping Customer Service organizations outperform their competitors in quality, customer satisfaction, and first contact resolution through more effortless customer experiences.

Peg is based in Colorado.

Published work

Articles by Peg Ayers

ApexCX Nov 27 · 5 min read

System Implementation for Contact Centers: Eight Keys to Success

System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, & plan, front line feedback.

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ApexCX Nov 27 · 4 min read

Employee Engagement Communication Tips, Virtually or In Person

Employee engagement, virtually or in person, in best interests of all the stakeholders:  customers, employees and the organization itself. By

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ApexCX Nov 27 · 9 min read

Reducing Customer Churn with Contact Center CX Improvement

CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction in customer

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ApexCX Nov 27 · 4 min read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers and customers. By

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ApexCX Nov 26 · 5 min read

Contact Center Staff Retention: Get Ahead of Trouble by Pinpointing Frontline Concerns

Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management) at contact centers. By Peg

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ApexCX Nov 23 · 5 min read

Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?

Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone wants brave employees

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