One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center ...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by uncovering key causes for employee turnover rate, identifie...
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...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interaction...
