ApexCX
Nov 22 3 mins, 54 secs read

Service Level Metrics is Specific to Each Contact Center

Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...

ApexCX
Nov 22 5 mins, 4 secs read

Improving CX on a Budget with Customer Feedback

Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...

ApexCX
Nov 22 4 mins, 21 secs read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...

ApexCX
Nov 22 9 mins, 53 secs read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...

ApexCX
Nov 22 3 mins, 20 secs read

Contact Center CX Coaching Questions for Supervisors

Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...

ApexCX
Nov 22 4 mins, 19 secs read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...

ApexCX
Nov 22 2 mins, 50 secs read

Performance Management with SMARTER Goals that are Revisited Throughout the Year

By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews.   Here are some...

ApexCX
Nov 22 4 mins, 53 secs read

CX Leadership Development Approaches: prepare, protect, train, reward, and inform.

CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...