ApexCX
Nov 27 4 mins, 59 secs read

System Implementation for Contact Centers: Eight Keys to Success

System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...

ApexCX
Nov 27 10 mins, 3 secs read

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Business Analytics

CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...

ApexCX
Nov 27 6 mins, 43 secs read

FCR Analysis for Improving First Contact Resolution – An Analytical Model

FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...

ApexCX
Nov 27 2 mins, 23 secs read

from Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization

A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...

ApexCX
Nov 27 8 mins, 53 secs read

Reducing Customer Churn with Contact Center CX Improvement

CX improvement at call centers with mapping customer journey touch points & root cause analysis results in reduction...

ApexCX
Nov 27 3 mins, 39 secs read

How to make your customer experience measurement actionable?

Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...

ApexCX
Nov 26 1 min, 25 secs read

Capping Average Handle Time (AHT) and Wages are Surefire Mistakes for Contact Center Employee Management

Why capping AHT and agents' wages would be two big mistakes for managing contact centers, leading to attrition and failu...

ApexCX
Nov 26 2 mins, 43 secs read

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures

Contact Center Staff Management: Employee Engagement, Training Programs, and Trying New ESAT & CSAT Measures. by JD...