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 million dollars in operational savings
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Tag: contact center analytics
Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
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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
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Quality Control versus Efficiency? And the winner is …
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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Lack of Data Integration Creates Customer Frustration in Multi-channel Contact Centers
Siloed and fragmented nature of the resultant data, a fully integrated solution, friction from your customer interactions. Are You Listening
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