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 ...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to de...
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 milli...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
