QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...
Call center customer experience coaching and training is best through coaching questions to develop supervisors, contact...
By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of companies and age...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), made important changes to a B2B’s contact center processes, ...
