ApexCX
Nov 26 3 mins, 52 secs read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...

ApexCX
Nov 26 3 mins, 37 secs read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...

ApexCX
Nov 26 3 mins, 15 secs read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...

ApexCX
Nov 26 4 mins, 10 secs 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 stakeho...

ApexCX
Nov 25 4 mins, 35 secs read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...

ApexCX
Nov 25 3 mins, 19 secs read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...

ApexCX
Nov 25 3 mins, 11 secs 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 des...

ApexCX
Nov 25 6 mins, 18 secs 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 do...