Category: CX Analytics

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ApexCX Nov 13 · 4 min read

Metrics for Call Centers: What They Mean to Customers

Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average speed of answer),

ApexCX Nov 12 · 3 min read

Attrition Calculation for Contact Center Agents

Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg Ayers &

ApexCX Nov 12 · 7 min read

Root Cause Analysis in the Contact Center

Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer experience assessment. By: Colin

ApexCX Nov 12 · 3 min read

Schedule Adherence Calculation for Contact Center Agents

Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence

ApexCX Nov 12 · 6 min read

Average handle time analysis for call centers

Call center average handle time analysis is key in calculating required staffing. It must start as process optimization without costing

ApexCX Nov 12 · 9 min read

Operational Indicators – Service Levels, ASA & Occupancy Rate

Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX leadership. By: Turaj Seyrafiaan

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