Tag: customer care

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ApexCX Nov 23 · 7 min read

QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents

QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective

ApexCX Nov 22 · 3 min read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact center CX technology 2019

ApexCX Nov 19 · 2 min read

Employee Empowerment is trusting with your most valuable asset – customers

Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, since agents

ApexCX Nov 18 · 2 min read

Case Studay: Utility Contact Center Insourcing

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the ground

ApexCX Nov 17 · 5 min read

Top Industry Secrets for Successful Contact Center Scripting

Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and testing for better solutions and

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.

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