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)...

Nov 19 1 min, 21 secs read

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 ...

Nov 19 2 mins, 20 secs read

Case Study: WFM Lowered Agent Turnover Rate by 33%, Saving Millions for a Leading BPO

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by uncovering key causes for employee turnover rate, identifie...

Nov 18 1 min, 41 secs read

Case Studay: Utility Contact Center Insourcing

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...

Nov 13 4 mins, 44 secs read

CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective

CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...

Apr 20 3 mins, 3 secs read

Reshoring Contact Centers after Outsourcing to Offshore BPO, for Culture, CX, and Data Protection

What's driving contact centers reshoring after outsourcing to offshore BPO, are culture alignment, customer experience, ...

Oct 20 0 mins, 44 secs read

BPO Partners Offer Capability, Flexibility, Scalability, and Savings, the True “Value” of Outsourcing

BPO partners offer capability, flexibility, scalability, and savings. We believe that savings is an outcome of outsourci...

May 12 7 mins, 10 secs read

BPO WFH and Hybrid Work Models & Adjustment for Contact Center Office Space Real Estate

Office space real estate needs to be adjusted due to work from home (WFH) and hybrid work model, and the changed needs b...