AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...
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...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...
One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center ...
