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ApexCX Nov 27 · 5 min read

System Implementation for Contact Centers: Eight Keys to Success

System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, & plan, front line feedback.

ApexCX Nov 27 · 11 min read

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business Analytics

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business

ApexCX Nov 27 · 7 min read

FCR Analysis for Improving First Contact Resolution – An Analytical Model

FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting & target

ApexCX Nov 27 · 3 min read

from Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization

A contact center forms a professional partnership with the organization by collecting customers’ input data as an important value-Add. By

ApexCX Nov 27 · 4 min read

Employee Engagement Communication Tips, Virtually or In Person

Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the organization itself. By

ApexCX Nov 27 · 9 min read

Reducing Customer Churn with Contact Center CX Improvement

CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction in customer

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