Category: CX Implementation

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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 · 6 min read

Leading by Example: What Contact Center Supervisors Need to Know

Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, CCXP “What you are

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 · 8 min read

5 Ways for a Call Center Supervisor to Engage Workforce

For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboarding agents

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