One of ApexCX's predecessors, Taylor Reach Group ("TRG") improved service quality, reduced cost, and created a profit ce...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), Assisted a major publisher to reduce contact center operating ...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence Â...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
