Tag: average handle time

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ApexCX Nov 19 · 2 min read

Case study: Reduces Contact Center Operating Cost by 50%, Saved $1 MM, Improves Service Levels and Customer Experience

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating cost by almost

ApexCX Nov 17 · 8 min read

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

ApexCX Nov 17 · 3 min read

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.

ApexCX Nov 15 · 7 min read

Quality Control versus Efficiency? And the winner is …

Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important

ApexCX Nov 13 · 4 min read

Metrics for Call Centers: What They Mean to Customers

Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average speed of answer),

ApexCX Nov 12 · 3 min read

Schedule Adherence Calculation for Contact Center Agents

Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence

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