Tag: contact center training

All BPO Contact Centers CX AI & CX Technology CX Analytics CX Assessment CX Consulting CX Design CX Implementation CX Leadership CX Managed Services CX Workforce

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 · 3 min read

Human-centric Design to Improve Government Customer Experience for Taxpayers

Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on the data collected.

ApexCX Nov 12 · 6 min read

Average handle time analysis for call centers

Call center average handle time analysis is key in calculating required staffing. It must start as process optimization without costing

ApexCX Nov 12 · 6 min read

Leading by Example: What Contact Center Supervisors Need to Know

Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, CCXP “What you are

ApexCX Nov 09 · 7 min read

CX (Customer Experience) and CSAT Start with Contact Center Frontline Employees and ESAT (Employee Satisfaction)

CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement & ESAT (Employee Satisfaction). By Peg

ApexCX Sep 11 · 4 min read

AI in Customer Experience: Elevate Human Touch, Not Just Streamline Processes

The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for

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