We found 17 results for your search.

ApexCX
Nov 17 1 min, 47 secs read

Case Study: Break even in 3-Months for a Contact Center Training Program Redesign CSAT & VoC

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...

ApexCX
Oct 12 0 mins, 16 secs read

Lanny Rootenberg, Mental Health Advocate, Bipolar in Balance

I worked with Colin when he was President of Watts Communications. Colin demonstrated an extensive knowledge of the Cont...

ApexCX
Nov 22 4 mins, 53 secs read

CX Leadership Development Approaches: prepare, protect, train, reward, and inform.

CX leadership development approaches: prepare, train, appreciate, protect, reward, feedback, spend time & share righ...

ApexCX
Nov 22 2 mins, 12 secs read

Post Pandemic Changes in Contact Centers: AI, Automation, ChatGPT, RPA…

"Post pandemic contact centers will continue to leverage AI and automation to reduce live-agent interactions. ChatGPT an...

ApexCX
Nov 17 4 mins, 37 secs read

Contact Center Costs – FCR (First Contact Resolution)

FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...

ApexCX
Nov 16 6 mins, 59 secs read

Hybrid Work Environment and Workforce Management (WFM) for Contact Centers

Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforc...

ApexCX
Nov 16 5 mins, 30 secs read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...

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...