Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...
FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to de...
If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and trend, exact accu...
Customer success results from planning and dedicated team collaboration of one company's customer care, customers servic...
