Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
Customer satisfaction increases business growth with loyal customers repeat buys of larger and more amounts of goods &am...
Customers connect with agents who care at a contact center. Customers want to feel less lonely in handling issues, and c...
Customer success results from planning and dedicated team collaboration of one company's customer care, customers servic...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
