Root Cause Analysis in the Contact Center
Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer experience assessment. By: Colin
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Tag: call center analytics
Schedule Adherence Calculation for Contact Center Agents
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence
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Average handle time analysis for call centers
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization without costing
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Operational Indicators – Service Levels, ASA & Occupancy Rate
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX leadership. By: Turaj Seyrafiaan
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Calculating Average Handle Time (AHT) in Light of Customer Experience and IVRs
Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR) system. By:
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Call Center Metrics – Why Do They Matter?
Call center metrics can include individual agent metrics, team metrics, call center metrics for both micro and macro views of
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