Tag: contact center workforce

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ApexCX Nov 15 · 5 min read

Employee Communication: It’s Not About You

In employee communication, supervisors address employee behaviors for improvement and both parties assume the best intention from the other. By

ApexCX Nov 15 · 11 min read

Resolving the Riddle of Employee Retention

Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate call

ApexCX Nov 13 · 8 min read

Cost of Attrition Calculation and Factors for Contact Center Workforce

Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, training, deploying,

ApexCX Nov 12 · 3 min read

Attrition Calculation for Contact Center Agents

Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg Ayers &

ApexCX Nov 12 · 3 min read

Ensure a Higher CSAT Level with Ownership, Emotional connection, and Feedback

CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather than a profiting machine. Original

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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