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...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Employee retention for contact centers: what to do and not to do, to retain workforce, reduce attrition, and motivate ca...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
