System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...
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"), by harnessing contact center expertise, allowed a client to de...
