Tag: customer communication

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ApexCX May 18 · 5 min read

Active Listening Skills for Leaders and Contact Center Agents

Active listening skills can improve contact center leadership internal communication with employees and external customer experience. What is active listening

ApexCX Nov 27 · 4 min read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers and customers. 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

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.

ApexCX Nov 24 · 5 min read

Customer Communication in a CX Crisis and Leadership Responsibility

Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & internal workforce.

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