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
Read More
Tag: call center
Call Center Occupancy Optimization Leads to Workforce Efficiency & CSAT
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call Work)/Total Logged-in Time.
Read More
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:
Read More
5 Ways for a Call Center Supervisor to Engage Workforce
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboarding agents
Read More
10 Steps to Creating Great Outsource Partnerships
Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporting, providing resources, etc.
Read More
8 Tips for Call Center Knowledge Base Management
Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process integration, performance assessment, and leadership
Read More
Talk to an expert
Read enough? Get answers about your operation.
Book a 30-minute call with a senior expert. We will walk through your operation, point to where the friction hides, and tell you plainly what is worth fixing first.
(855) 252-2223
Or email info@apexcx.com. We reply within one business day.
Request a discovery call
Four fields. A senior expert reads every submission.
Our conversation stays confidential.