ApexCX
Feb 10 6 mins, 8 secs read

CCaaS, AI, and the Next Level of Customer Experience for Contact Centers

CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...

ApexCX
Dec 05 7 mins, 35 secs read

Customer Experience Touchpoints with AI and Human Touch

As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...

ApexCX
Nov 27 3 mins, 31 secs read

The Evolution of Conversational AI in the Contact Center Industry

As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...

ApexCX
Nov 27 2 mins, 41 secs read

Contact Center Improvement: 15 Ideas for People, Technology, Process, Methods.

Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...

ApexCX
Nov 27 4 mins, 59 secs read

System Implementation for Contact Centers: Eight Keys to Success

System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...

ApexCX
Nov 27 10 mins, 3 secs read

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business Analytics

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...

ApexCX
Nov 27 6 mins, 43 secs read

FCR Analysis for Improving First Contact Resolution – An Analytical Model

FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...

ApexCX
Nov 27 2 mins, 23 secs read

from Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization

A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...