Nov 23 2 mins, 3 secs read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...

Nov 22 2 mins, 21 secs read

Calculating Contact Center First Contact Resolution (FCR Calculation)

FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...

Nov 19 1 min, 40 secs read

Case Study: CX Assessment and Redesign Saved $5 Million Dollars for a Bank

One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center ...

Nov 17 1 min, 28 secs read

Case Study: Contact Center Assessment & Site Selection Saves $50 MM

One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 milli...

Nov 17 4 mins, 37 secs read

Contact Center Costs – FCR (First Contact Resolution)

FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...

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...

Nov 16 4 mins, 27 secs read

FCR, CRM data, or the “good enough” KPI

If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...

Nov 14 4 mins, 28 secs read

Using Customer Effort Score (NES) for Customer Success When Failures Occur

When failures occur in customer experience, using customer effort score (NES) helps identify the most efficient solution...