The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center ...
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 milli...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...
