IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...
One of ApexCX's predecessors, Taylor Reach Group ("TRG") improved service quality, reduced cost, and created a profit ce...
