Tag: contact center training

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ApexCX Nov 17 · 5 min read

How to Supervise and Bond with Call Center Employees

How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both supervisors and

ApexCX Nov 17 · 4 min read

Contact Center Training Isn’t Buddy-Buddy

A structured training process will produce more effective agents, more consistently, and cost less than the buddy system approach. By

ApexCX Nov 16 · 6 min read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.

ApexCX Nov 16 · 5 min read

FCR, CRM data, or the “good enough” KPI

If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and

ApexCX Nov 16 · 7 min read

Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience

Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne

ApexCX Nov 15 · 3 min read

Work from home & in-office rotation: process, procedures, protocols

Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engagement, with AI, automation, & technology.

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