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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

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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ApexCX Nov 16 · 6 min read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.

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ApexCX Nov 16 · 6 min read

Why an Interim Manager Is Needed During Contact Center Leadership Transition?

An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time

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ApexCX Nov 15 · 7 min read

After a Contact Center Consultant Leaves, How to Maintain Longterm Success

A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call

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ApexCX Nov 15 · 4 min read

Employee Appreciation: Express Gratitude Around Holidays

There are many ways to show employee appreciation to the workforce in customer experience support services, contact center agents, and

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