ApexCX
Nov 25 4 mins, 35 secs read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...

ApexCX
Nov 25 3 mins, 19 secs read

Managing Millennials in Call Centers

Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connectiv...

ApexCX
Nov 24 2 mins, 12 secs read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...

ApexCX
Nov 23 4 mins, 15 secs read

Employee Suggestions and Feedback at Work Place: Are Your Employees Brave?

Employee suggestions should be solicited and encouraged through a system with follow-ups. By Peg Ayers Not everyone ...

ApexCX
Nov 23 3 mins, 37 secs read

Preparing Your Contact Center for the Age of Virtual Agents

Contact center virtual agents work from home, remote work, or use hybrid work model are helped by automation, voice bots...

ApexCX
Nov 23 5 mins, 49 secs read

The Importance of Human Connection in Call Centers in the Age of Remote Working

Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...

ApexCX
Nov 23 6 mins, 40 secs read

QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents

QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...

ApexCX
Nov 23 2 mins, 3 secs read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...