Tag: contact center

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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 · 11 min read

RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline

RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline, and technology acquisition strategies. The process

ApexCX Nov 13 · 3 min read

Human-centric Design to Improve Government Customer Experience for Taxpayers

Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on the data collected.

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 · 6 min read

Average handle time analysis for call centers

Call center average handle time analysis is key in calculating required staffing. It must start as process optimization without costing

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