Category: CX Analytics

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ApexCX Nov 27 · 4 min read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers and customers. By

ApexCX Nov 26 · 4 min read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact centers, not for punishing

ApexCX Nov 25 · 7 min read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By

ApexCX Nov 24 · 3 min read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.

ApexCX Nov 23 · 7 min read

QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents

QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective

ApexCX Nov 23 · 3 min read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing

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