Tag: employee engagement

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ApexCX Nov 23 · 6 min read

The Importance of Human Connection in Call Centers in the Age of Remote Working

Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or hybrid working

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 23 · 10 min read

First Call Resolution: How to Define, Measure, and Improve FCR

The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantify the

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 · 5 min read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and

ApexCX Nov 22 · 10 min read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork, & trust are

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