ApexCX
Nov 22 2 mins, 21 secs read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...

ApexCX
Nov 22 5 mins, 4 secs read

Improving CX on a Budget with Customer Feedback

Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...

ApexCX
Nov 22 4 mins, 21 secs read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...

ApexCX
Nov 22 9 mins, 53 secs read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...

ApexCX
Nov 22 3 mins, 20 secs read

Contact Center CX Coaching Questions for Supervisors

Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...

ApexCX
Nov 22 4 mins, 19 secs read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...

ApexCX
Nov 22 2 mins, 50 secs read

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...

ApexCX
Nov 22 1 min, 21 secs read

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 cu...