Tag: frontline

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ApexCX Aug 16 · 6 min read

Consumer Psychology, AI, and Personalized Customer Experience by Contact Centers (pt 1 of 2)

Consumer psychology, as a quantitative tool, combined with qualitative AI data can help us understand customer behaviors and decision making

ApexCX Dec 05 · 8 min read

Customer Experience Touchpoints with AI and Human Touch

As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty and

ApexCX Nov 22 · 2 min read

Are You Increasing Customer Churn Due to Neglect at Your Contact Center?

Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with customer

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 09 · 7 min read

CX (Customer Experience) and CSAT Start with Contact Center Frontline Employees and ESAT (Employee Satisfaction)

CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement & ESAT (Employee Satisfaction). By Peg

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