Tag: CX leadership

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 22 · 3 min read

Performance Management with SMARTER Goals that are Revisited Throughout the Year

By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some tips for making

ApexCX Nov 22 · 5 min read

CX Leadership Development Approaches: prepare, protect, train, reward, and inform.

CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share right information with them. By: Peg Ayers

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 17 · 8 min read

Evolution of Contact Center Scripts: Live Real Time Guidance, Conversational AI, Agent Assist…

AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering better

ApexCX Nov 17 · 3 min read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, AHT and productivity.

ApexCX Nov 17 · 5 min read

How to Supervise and Bond with Call Center Employees

How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both supervisors and

Talk to an expert

Read enough? Get answers about your operation.

Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.

(855) 252-2223

Or email info@apexcx.com. We reply within one business day.

Request a discovery call

Four fields. A senior expert reads every submission.