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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 15 · 5 min read

Employee Communication: It’s Not About You

In employee communication, supervisors address employee behaviors for improvement and both parties assume the best intention from the other. By

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ApexCX Nov 12 · 6 min read

Leading by Example: What Contact Center Supervisors Need to Know

Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, CCXP “What you are

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ApexCX Nov 12 · 4 min read

Employee feedback is Better Anonymously to Improve CX & Engage Workforce

Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer experience and work. By: Peg

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ApexCX Nov 12 · 8 min read

5 Ways for a Call Center Supervisor to Engage Workforce

For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboarding agents

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ApexCX Nov 12 · 7 min read

10 Steps to Creating Great Outsource Partnerships

Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporting, providing resources, etc.

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ApexCX Nov 11 · 4 min read

Call Centers are Where Customers Connect with Those Who Care – Great Call Center OR Great Call?

Customers connect with agents who care at a contact center. Customers want to feel less lonely in handling issues, and

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