Nov 19 3 mins, 12 secs read

Case Study: New Operating Model and Strategic Plan with an Interim Management Solution

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to de...

Nov 17 2 mins, 12 secs read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...