Tag: call center analytics

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ApexCX Nov 17 · 5 min read

Contact Center Costs – FCR (First Contact Resolution)

FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.

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 16 · 5 min read

FCR, CRM data, or the “good enough” KPI

If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and

ApexCX Nov 14 · 5 min read

Using Customer Effort Score (NES) for Customer Success When Failures Occur

When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solutions for customer success.

ApexCX Nov 13 · 5 min read

CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective

CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the customer perspective.

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),

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