ApexCX
Nov 26 3 mins, 15 secs read

Robocalls’ Impact on the Digital Contact Center

Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to ...

ApexCX
Nov 26 4 mins, 10 secs read

Human Centered Holistic Design Improves Customer Experience at a Government Contact Center

Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...

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 2 mins, 21 secs read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...

ApexCX
Nov 22 2 mins, 12 secs read

Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…

"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...

ApexCX
Nov 18 1 min, 41 secs read

Case Studay: Utility Contact Center Insourcing

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...

ApexCX
Nov 18 2 mins, 24 secs read

Case Study: From B2B Call Center to B2C e-Commerce Contact Center in 60 days

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), supported the Pivot from B2B Call Center to B2C e-Commerce Con...

ApexCX
Nov 17 7 mins, 10 secs read

Evolution of Contact Center Scripts: Live Real Time Guidance, Conversational AI, Agent Assist…

AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...