One of ApexCX's predecessors, Taylor Reach Group ("TRG"), helped a direct-to-consumer ("DTC") Organization to maximize r...
One of ApexCX's predecessors, TRG applied their contact center assessment and site-selection process, yielding $50 milli...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
CX consultants and stakeholders need a lot of meetings, documentation, a tight timeline, and a strict project scope to k...
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...
"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...
Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...
