Category: CX Leadership

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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

ApexCX Nov 15 · 11 min read

Resolving the Riddle of Employee Retention

Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate call

ApexCX Nov 13 · 8 min read

Cost of Attrition Calculation and Factors for Contact Center Workforce

Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, training, deploying,

ApexCX Nov 13 · 5 min read

Ten Dumb Things Smart Contact Center Management & Executives Do

This is my top ten list of really dumb things that smart call and contact center management and executives do.

ApexCX Nov 13 · 5 min read

CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective

CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the customer perspective.

ApexCX Nov 12 · 3 min read

Ensure a Higher CSAT Level with Ownership, Emotional connection, and Feedback

CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather than a profiting machine. Original

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