CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Creating human community and human connection for call centers workforce using remote working, Work from home (WFH) or h...
People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...
