Case Studay: Utility Contact Center Insourcing
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the ground
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Tag: contact center workforce
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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Case Study: Break even in 3-Months for a Contact Center Training Program Redesign CSAT & VoC
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear company, and hit
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Top Industry Secrets for Successful Contact Center Scripting
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and testing for better solutions and
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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
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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.
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