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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 22 · 5 min read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and

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ApexCX Nov 22 · 4 min read

Contact Center CX Coaching Questions for Supervisors

Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact center managers. By Peg

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ApexCX Nov 22 · 5 min read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of

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ApexCX Nov 22 · 3 min read

Performance Management with SMARTER Goals that are Revisited Throughout the Year

By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews.   Here are some tips for making

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ApexCX Nov 22 · 5 min read

CX Leadership Development Approaches: prepare, protect, train, reward, and inform.

CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share right information with them. By: Peg Ayers

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ApexCX Nov 22 · 6 min read

True Leaders Are Not Just Bosses: How To Train Contact Center Leaders and Supervisors

How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new

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