ApexCX
Feb 10 6 mins, 8 secs read

CCaaS, AI, and the Next Level of Customer Experience for Contact Centers

CcaaS (contact center as a service), combined with GenAI (generative AI), should be developed in lockstep with a higher ...

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 27 2 mins, 41 secs read

Contact Center Improvement: 15 Ideas for People, Technology, Process, Methods.

Contact center improvement is an ongoing journey involving all levels. Here are 15 ideas for people, technology, process...

ApexCX
Nov 27 10 mins, 3 secs read

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business Analytics

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...

ApexCX
Nov 27 3 mins, 32 secs read

Employee Engagement Communication Tips, Virtually or In Person

Employee engagement, virtually or in person, in best interests of all the stakeholders:  customers, employees and the o...

ApexCX
Nov 27 3 mins, 39 secs read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...

ApexCX
Nov 26 1 min, 25 secs read

Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management

Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...