Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
Read More
Category: CX Leadership
Advanced Contact Center Metrics – Speed to Competency
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, AHT and productivity.
Read More
Contact Center Training and Development Costs
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment with
Read More
How to Supervise and Bond with Call Center Employees
How to supervise and bond with call center employees: appreciate, listen to, train, develop, and hold accountable both supervisors and
Read More
Contact Center Training Isn’t Buddy-Buddy
A structured training process will produce more effective agents, more consistently, and cost less than the buddy system approach. By
Read More
Hybrid Work Environment and Workforce Management (WFM) for Contact Centers
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforce management
Read More
Talk to an expert
Read enough? Get answers about your operation.
Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.
(855) 252-2223
Or email info@apexcx.com. We reply within one business day.
Request a discovery call
Four fields. A senior expert reads every submission.