Tag: employee retention

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ApexCX Nov 25 · 7 min read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By

ApexCX Nov 24 · 3 min read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.

ApexCX Nov 23 · 5 min read

Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?

Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone wants brave employees

ApexCX Nov 23 · 4 min read

Preparing Your Contact Center for the Age of Virtual Agents

Contact center virtual agents work from home, remote work, or use hybrid work model are helped by automation, voice bots,

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

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