Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
Customer churn rate can be reduced by improving call center FCR performance, the hub of customer experience, and with cu...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating ...
