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...

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...

Nov 23 2 mins, 3 secs read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...

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...

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...

Nov 22 5 mins, 13 secs read

True Leaders Are Not Just Bosses: How To Train Contact Center Leaders and Supervisors

How to train contact center leaders and supervisors, not just bosses? What are the pitfalls and winning recipes for new ...

Nov 19 1 min, 57 secs read

Employee Empowerment is trusting with your most valuable asset – customers

Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...

Nov 19 3 mins, 12 secs read

Case Study: New Operating Model and Strategic Plan with an Interim Management Solution

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to de...