The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating ...
