Tag: quality measurement

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ApexCX Nov 22 · 5 min read

Call on Hold Doesn’t Have to be Painful

By Peg Ayers When my father passed away, I spent hours in queue, waiting for help from a variety of

ApexCX Nov 17 · 5 min read

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.

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 17 · 8 min read

Contact Center Employee Attrition, Recruiting, and Training Costs

Contact Center attrition, recruiting & training can cost $2.25 million for onboarding 70 new agents. Improve employee retention saves costs.

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

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