ApexCX
Nov 18 0 mins, 54 secs read

Case Study: Minimizing Returns and Cancellations, through improved scripting and product positioning

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), helped a direct-to-consumer ("DTC") Organization to maximize r...

ApexCX
Nov 17 1 min, 47 secs read

Case Study: Break even in 3-Months for a Contact Center Training Program Redesign CSAT & VoC

One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...

ApexCX
Nov 17 4 mins, 34 secs read

Top Industry Secrets for Successful Contact Center Scripting

Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...

ApexCX
Nov 17 7 mins, 10 secs read

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 ...

ApexCX
Nov 17 4 mins, 37 secs read

Contact Center Costs – FCR (First Contact Resolution)

FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT cust...

ApexCX
Nov 17 2 mins, 12 secs read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...

ApexCX
Nov 17 4 mins, 49 secs read

Contact Center Training and Development Costs

Although contact center training and development costs can be in hundreds of thousands of dollars, it is an investment w...

ApexCX
Nov 16 5 mins, 30 secs read

Customer Complaints Handling: a Personal Touch Builds Customer Relations

Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...