Tag: call center

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ApexCX Nov 22 · 5 min 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

ApexCX Nov 22 · 3 min 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 tips for making

ApexCX Nov 22 · 2 min 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 customer

ApexCX Nov 22 · 5 min read

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

ApexCX Nov 22 · 4 min read

7 Reasons You Need a Site Selection Consultant when Looking for a New Contact Center Site

Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowledge,

ApexCX Nov 22 · 3 min read

Calculating Contact Center First Contact Resolution (FCR Calculation)

FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important

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