Case Study: WFM Lowered Agent Turnover Rate by 33%, Saving Millions for a Leading BPO
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by uncovering key causes for employee turnover rate, identified opportunities for a
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Category: CX Leadership
Case Study: Contact Center Streamlining Phone Numbers Saved Tens of Thousands of Dollars
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), helped a Pharmaceutical firm with their call center streamlining, to track, identify,
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Case Study: Contact Center Assessment & Site Selection Saves $50 MM
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 million dollars in operational savings
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Top Industry Secrets for Successful Contact Center Scripting
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and testing for better solutions and
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Evolution of Contact Center Scripts: Live Real Time Guidance, Conversational AI, Agent Assist…
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering better
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Case Study: Anticipate and Resolve Challenges in Redesign a Large-scale Contact Center
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to keep
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