One of ApexCX's predecessors, Taylor Reach Group ("TRG"), assisted a major utility to design its Contact Center from the...
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 ...
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...
Customer complaints handling: adding a personal touch builds bonds between the consumer and the brand, creates customer ...
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to imple...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
