Tag: contact center workforce

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ApexCX Nov 26 · 4 min read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to contact customers. By JD

ApexCX Nov 25 · 5 min read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy, SLA &

ApexCX Nov 25 · 4 min read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connective communication. By Colin Taylor I read

ApexCX Nov 25 · 7 min read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By

ApexCX Nov 24 · 3 min read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.

ApexCX Nov 23 · 5 min read

Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?

Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone wants brave employees

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