ApexCX
Nov 17 3 mins, 6 secs read

Contact Center Training Isn’t Buddy-Buddy

A structured training process will produce more effective agents, more consistently, and cost less than the buddy system...

ApexCX
Nov 16 6 mins, 59 secs read

Hybrid Work Environment and Workforce Management (WFM) for Contact Centers

Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...

ApexCX
Nov 16 5 mins, 30 secs read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...

ApexCX
Nov 16 3 mins, 27 secs read

Hybrid Work Model May Signal the Need for New Compensation Plans at Many US Contact Centers

Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US t...

ApexCX
Nov 16 4 mins, 27 secs read

FCR, CRM data, or the “good enough” KPI

If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...

ApexCX
Nov 16 6 mins, 12 secs read

Developing Mission, Vision and Guiding Principles in Call Center Operations Improves Customer Experience

Call center mission, vision, guiding principles can help improve operations and customer experience, and motivate employ...

ApexCX
Nov 16 5 mins, 58 secs read

Why an Interim Manager Is Needed During Contact Center Leadership Transition?

An Interim manager helps a contact center transition to new leadership when finding & developing the new leader requ...

ApexCX
Nov 15 2 mins, 27 secs read

Work from home & in-office rotation: process, procedures, protocols

Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engageme...