Tag: WFM

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ApexCX Nov 25 · 4 min read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connective communication. By Colin Taylor I read

ApexCX Nov 25 · 4 min read

A Difficult Customer was a Frustrated Customer Not Receiving Deserved Services

What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving deserved Services.

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 · 5 min read

Customer Communication in a CX Crisis and Leadership Responsibility

Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & internal workforce.

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

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