Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management
Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failures.
Read More
Tag: attrition
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures
Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD Fairweather For many
Read More
Employee Motivation and Incentives for Improving Contact Center Customer Experience
Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation, coaching, training, & reward programs, employee
Read More
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
Read More
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 Employee Attrition, Recruiting, and Training Costs
Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employee retention saves costs.
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.