QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective
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Tag: speed to competency
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
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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
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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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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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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.
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