Performance Management with SMARTER Goals that are Revisited Throughout the Year
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some tips for making
Read More
Category: CX Leadership
Are You Increasing Customer Churn Due to Neglect at Your Contact Center?
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with customer
Read More
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
Read More
Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT and real-world RPA applications
Read More
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
Read More
Employee Empowerment is trusting with your most valuable asset – customers
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, since agents
Read More
Talk to an expert
Read enough? Get answers about your operation.
Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.
(855) 252-2223
Or email info@apexcx.com. We reply within one business day.
Request a discovery call
Four fields. A senior expert reads every submission.
Our conversation stays confidential.