Tag: QA

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ApexCX Nov 17 · 3 min read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, AHT and productivity.

ApexCX Nov 16 · 6 min read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer relations after sale.

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 15 · 7 min read

Quality Control versus Efficiency? And the winner is …

Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important

ApexCX Nov 13 · 4 min read

Metrics for Call Centers: What They Mean to Customers

Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average speed of answer),

ApexCX Nov 12 · 4 min read

3 Key Factors for Successful Quality Assurance

Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and recording for

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