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 25 6 mins, 18 secs read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...

ApexCX
Nov 24 4 mins, 30 secs read

Customer Communication in a CX Crisis and Leadership Responsibility

Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...

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 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 9 mins, 8 secs read

First Call Resolution: How to Define, Measure, and Improve FCR

The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...