FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), supported the Pivot from B2B Call Center to B2C e-Commerce Con...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
