Category: CX Implementation

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ApexCX Nov 26 · 4 min read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience & customer satisfaction.

ApexCX Nov 26 · 4 min read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to contact customers. By JD

ApexCX Nov 26 · 5 min read

Human Centered Holistic Design Improves Customer Experience at a Government Contact Center

Human centered, holistic customer experience design improves a government contact center's operations as well as stakeholder's journey and satisfaction. By

ApexCX Nov 25 · 4 min read

A Difficult Customer was a Frustrated Customer Not Receiving Deserved Services

What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving deserved Services.

ApexCX Nov 25 · 7 min read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By

ApexCX Nov 24 · 3 min read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.

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