Contact Center CX Technology 2019 and Beyond
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact center CX technology 2019
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Tag: CRM
Improving CX on a Budget with Customer Feedback
Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, asking & surveying them.
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Calculating Contact Center First Contact Resolution (FCR Calculation)
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important
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Case Study: From B2B Call Center to B2C e-Commerce Contact Center in 60 days
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), supported the Pivot from B2B Call Center to B2C e-Commerce Contact Center
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Evolution of Contact Center Scripts: Live Real Time Guidance, Conversational AI, Agent Assist…
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering better
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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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