Tag: KPI

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ApexCX Nov 22 · 4 min read

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

ApexCX Nov 22 · 3 min read

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

ApexCX Nov 19 · 4 min read

Case Study: New Operating Model and Strategic Plan with an Interim Management Solution

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to develop new operating

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 11 · 7 min read

Customer Success Defined – 6 Areas of Customer Success Planning

Customer success results from planning and dedicated team collaboration of one company's customer care, customers services, sales and technical support.

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