Case Study: From B2B Call Center to B2C e-Commerce Contact Center in 60 days
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), supported the Pivot from B2B Call Center to B2C e-Commerce Contact Center
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Category: CX Design
Case Study: Contact Center Assessment & Site Selection Saves $50 MM
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 million dollars in operational savings
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Case Study: Break even in 3-Months for a Contact Center Training Program Redesign CSAT & VoC
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear company, and hit
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Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to keep
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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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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