ApexCX
Nov 15 2 mins, 27 secs read

Work from home & in-office rotation: process, procedures, protocols

Develop processes, procedures, protocols for work from home agents' hiring, coaching, training, company culture engageme...

ApexCX
Nov 15 6 mins, 2 secs read

Quality Control versus Efficiency? And the winner is …

Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...

ApexCX
Nov 15 6 mins, 33 secs read

After a Contact Center Consultant Leaves, How to Maintain Longterm Success

A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...

ApexCX
Nov 15 3 mins, 7 secs read

Employee Appreciation: Express Gratitude Around Holidays

There are many ways to show employee appreciation to the workforce in customer experience support services, contact cent...

ApexCX
Nov 15 4 mins, 56 secs read

Employee Communication: It’s Not About You

In employee communication, supervisors address employee behaviors for improvement and both parties assume the best inten...

ApexCX
Nov 15 10 mins, 39 secs read

Resolving the Riddle of Employee Retention

Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...

ApexCX
Nov 14 4 mins, 28 secs read

Using Customer Effort Score (NES) for Customer Success When Failures Occur

When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...

ApexCX
Nov 13 7 mins, 12 secs read

Cost of Attrition Calculation and Factors for Contact Center Workforce

Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...