Calculating Contact Center First Contact Resolution (FCR Calculation)
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important
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Category: CX Managed Services
Employee Empowerment is trusting with your most valuable asset – customers
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, since agents
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Case study: Reduces Contact Center Operating Cost by 50%, Saved $1 MM, Improves Service Levels and Customer Experience
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating cost by almost
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Case Study: Knowledge Source Management, Approaches, Practices, and Processes
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), developed knowledge source management, approaches, practices, and processes for a nonprofit organization.
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Case Study: Contact Center Streamlining Phone Numbers Saved Tens of Thousands of Dollars
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), helped a Pharmaceutical firm with their call center streamlining, to track, identify,
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Hybrid Work Environment and Workforce Management (WFM) for Contact Centers
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforce management
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