Category: CX Implementation

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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

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 · 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

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.

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