Tag: call center analytics

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ApexCX Nov 25 · 7 min read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By

ApexCX Nov 24 · 3 min read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.

ApexCX Nov 23 · 3 min read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing

ApexCX Nov 22 · 3 min read

Calculating Contact Center First Contact Resolution (FCR Calculation)

FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important

ApexCX Nov 19 · 2 min read

Case Study: CX Assessment and Redesign Saved $5 Million Dollars for a Bank

One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center processes and identified

ApexCX Nov 17 · 2 min read

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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