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
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Tag: contact center analytics
First Call Resolution: How to Define, Measure, and Improve FCR
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantify the
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Service Level Metrics is Specific to Each Contact Center
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate for
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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
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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
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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
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