When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
RFP Process for Contact Center Technology Solution Providers: Best Practices and a 10-Step Guideline, and technology acq...
Cost of attrition for contact center workforce is calculated and weighed with factors such as recruiting and hiring, tra...
This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather th...
Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer ex...
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence Â...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
