Category: CX Consulting

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ApexCX Nov 12 · 3 min read

Ensure a Higher CSAT Level with Ownership, Emotional connection, and Feedback

CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather than a profiting machine. Original

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 · 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

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, &

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