One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...
I worked with Colin when he was President of Watts Communications. Colin demonstrated an extensive knowledge of the Cont...
CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...
"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...