ApexCX
Nov 17 5 mins, 30 secs read

Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center

CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to k...

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 17 2 mins, 12 secs read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...

ApexCX
Nov 17 4 mins, 49 secs read

Contact Center Training and Development Costs

Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...

ApexCX
Nov 17 7 mins, 17 secs read

Contact Center Employee Attrition, Recruiting, and Training Costs

Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employe...

ApexCX
Nov 17 4 mins, 31 secs read

How to Supervise and Bond with Call Center Employees

How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both s...

ApexCX
Nov 17 3 mins, 6 secs read

Contact Center Training Isn’t Buddy-Buddy

A structured training process will produce more effective agents, more consistently, and cost less than the buddy system...

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...