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...
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...
CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather th...
Customer success results from planning and dedicated team collaboration of one company's customer care, customers servic...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
FCR is one of the most important metrics that leads to customer satisfaction. Even though FCR is perhaps as much of an a...
Thomay Vlahos is a Senior Consultant at ApexCX. She is a seasoned senior business leader with more than 20 years in call...
