Tag: contact center

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ApexCX Nov 26 · 4 min read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience & customer satisfaction.

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 26 · 5 min read

Human Centered Holistic Design Improves Customer Experience at a Government Contact Center

Human centered, holistic customer experience design improves a government contact center's operations as well as stakeholder's journey and satisfaction. By

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 · 4 min read

A Difficult Customer was a Frustrated Customer Not Receiving Deserved Services

What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving deserved Services.

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