Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer ex...
Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process int...
What's driving contact centers reshoring after outsourcing to offshore BPO, are culture alignment, customer experience, ...
Thomay Vlahos is a Senior Consultant at ApexCX. She is a seasoned senior business leader with more than 20 years in call...
IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), designed a New Operational Model that achieved greater workfor...
