ApexCX
Jan 18 5 mins, 53 secs read

Relationship Intelligence in Both Human-to-Human Customer Experience and AI Machine Learning

Relationship intelligence applies to both human-to-human interactions and AI tools for relationship machine learning, to...

ApexCX
Dec 05 7 mins, 35 secs read

Customer Experience Touchpoints with AI and Human Touch

As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...

ApexCX
Nov 26 2 mins, 43 secs read

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...

ApexCX
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...

ApexCX
Nov 17 2 mins, 12 secs read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...

ApexCX
Nov 09 6 mins, 18 secs read

CX (Customer Experience) and CSAT Start with Contact Center Frontline Employees and ESAT (Employee Satisfaction)

CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...