QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Among 7 reasons for using a contact center consultant for site selection for a new contact center are experience, knowle...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 milli...
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to k...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
