ApexCX
Nov 27 6 mins, 43 secs read

FCR Analysis for Improving First Contact Resolution – An Analytical Model

FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...

ApexCX
Nov 27 2 mins, 23 secs read

from Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization

A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...

ApexCX
Nov 27 8 mins, 53 secs read

Reducing Customer Churn with Contact Center CX Improvement

CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...

ApexCX
Nov 27 3 mins, 20 secs read

Self Service in the age of AI

Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...

ApexCX
Nov 27 3 mins, 39 secs read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...

ApexCX
Nov 26 2 mins, 43 secs read

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...

ApexCX
Nov 26 8 mins, 51 secs read

Employee Motivation and Incentives for Improving Contact Center Customer Experience

Employee motivation and incentives for improving contact center customer experience: intrinsic and extrinsic motivation,...

ApexCX
Nov 26 4 mins, 17 secs read

Contact Center Staff Retention: Get Ahead of Trouble by Pinpointing Frontline Concerns

Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...