Case Study: Contact Center Assessment & Site Selection Saves $50 MM
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 million dollars in operational savings
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Category: CX Consulting
Top Industry Secrets for Successful Contact Center Scripting
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and testing for better solutions and
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Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to keep
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Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience
Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employee engagement. by Patricia Ballantyne
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Why an Interim Manager Is Needed During Contact Center Leadership Transition?
An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requires time
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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