Implementation for Your Specific Customer Service Outcome

More than assessment, we deliver winning CX capabilities by working in the trenches with
your employees. We focus on your desired outcome and ROI.

  • Help you hire the right people, train them and retain them effectively.
  • Provide state-of-the-art tools to strengthen your workforce.
  • Analyze the costs and benefits for changing platforms and adopting new tools.
  • Contribute insights as certified platform implementation partner for leading cloud platform providers.
  • Optimize implementation results to make lasting and impactful change and ROI.
Contact us
Customer service and customer satisfaction result from human centric CX with technology, says ApexCX, a rising star in customer experience support services.

We excel at every phase of executing CX design and strategies. Our thorough
approaches are illustrated by the following two examples:

Training CX Operators, Managers, Leaders

Our decades of training experience for contact center operation is a proven recipe for success: We redesigned a contact center’s new agent onboarding training for a Fortune 100 company. In spite of its scale and complexity, the new training program for new agents led to a positive ROI in the 4th month after launching the new training program.

What makes CX a human-centric success, are the operators in the contact center. Training is crucial for creating an Apex customer experience.

Our training programs not only ensure that center agents, managers and leadership are well prepared to meet increasing expectations of their customers, but also reduce staff turnover, operational expenses, and improve overall quality.

Instead of using the “Sage on the Stage” approach where the trainer reads PowerPoint slides to the trainees, we use a multi-modal approach grounded in neuroscience and adult learning techniques. We tailor training to your pain points, with Curriculum Development, in person or virtual E-Learning… to engage your leadership and agents, optimize CX and Contact Center operations, resulting in a more efficient and motivated team, better performance and productivity, and a happier, more engaged CX workforce and environment.

Contact us

Starting a Contact Center

There are up to 800 discrete tasks associated with building a Contact Center – be it a bricks-and-mortar model or virtual. We have assisted thousands of organizations to design, develop, and implement physical and virtual Contact Centers.

To help you implement a contact center effectively and efficiently, we have developed a proprietary approach that helps us to:

  • Accurately size your Contact Center requirements
  • Research and identify the telephony and technologies required to support your business activities, and Identify integrations and links required
  • Map your business processes impacted by the Contact Center
  • Design your call and workflows, and the physical Contact Center space
  • Create an organizational design and draft job descriptions, and identify skills required for each role
  • Implement quality management reporting and workforce management
  • Equip businesses with data-driven business decision making related to the Contact Center and customer support.
Contact us