Nov 27 4 mins, 59 secs read

System Implementation for Contact Centers: Eight Keys to Success

System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...

Nov 23 6 mins, 40 secs read

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 i...

Nov 19 1 min, 42 secs read

Case Study: Workforce Efficiency for a Technology BPO Saved Millions

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), designed a New Operational Model that achieved greater workfor...

Nov 19 1 min, 21 secs read

Case study: Reduces Contact Center Operating Cost by 50%, Saved $1 MM, Improves Service Levels and Customer Experience

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating ...

Nov 19 2 mins, 20 secs read

Case Study: WFM Lowered Agent Turnover Rate by 33%, Saving Millions for a Leading BPO

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by uncovering key causes for employee turnover rate, identifie...

Nov 18 1 min, 41 secs read

Case Studay: Utility Contact Center Insourcing

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...

Nov 13 4 mins, 44 secs read

CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective

CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...

Nov 12 6 mins, 30 secs read

10 Steps to Creating Great Outsource Partnerships

Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporti...