Tag: CX technology

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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 22 · 4 min read

Service Level Metrics is Specific to Each Contact Center

Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate for

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 22 · 3 min read

Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…

"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT and real-world RPA applications

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 18 · 3 min read

Case Study: From B2B Call Center to B2C e-Commerce Contact Center in 60 days

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), supported the Pivot from B2B Call Center to B2C e-Commerce Contact Center

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