Category: CX Analytics

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ApexCX Nov 12 · 2 min read

Call Center Occupancy Optimization Leads to Workforce Efficiency & CSAT

Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call Work)/Total Logged-in Time.

ApexCX Nov 12 · 4 min read

Customer Satisfaction Increases Growth with Customer Repetition, Referral, and Spend

Customer satisfaction increases business growth with loyal customers repeat buys of larger and more amounts of goods & services, &

ApexCX Nov 12 · 3 min read

Calculating Average Handle Time (AHT) in Light of Customer Experience and IVRs

Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR) system. By:

ApexCX Nov 12 · 6 min read

AHT (Average Handle Time) and FCR (First Contact Resolution)

AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyrafiaan

ApexCX Nov 12 · 4 min read

3 Key Factors for Successful Quality Assurance

Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and recording for

ApexCX Nov 12 · 7 min read

8 Tips for Call Center Knowledge Base Management

Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process integration, performance assessment, and leadership

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