ApexCX
Nov 26 3 mins, 52 secs read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...

ApexCX
Nov 26 3 mins, 37 secs read

Best practices or better practices for contact centers

Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...

ApexCX
Nov 25 4 mins, 35 secs read

How to prepare for changes in contact center hours of operation

Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...

ApexCX
Nov 25 6 mins, 18 secs read

Contact Center Health Assessment Prevents Crises and Resolves Issues

Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...

ApexCX
Nov 24 2 mins, 12 secs read

Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)

Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what c...

ApexCX
Nov 23 6 mins, 40 secs read

QA Monitoring (Quality Assurance) for Performances of Both a Contact Center and Its Agents

QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...

ApexCX
Nov 23 9 mins, 8 secs read

First Call Resolution: How to Define, Measure, and Improve FCR

The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantif...

ApexCX
Nov 22 3 mins, 54 secs read

Service Level Metrics is Specific to Each Contact Center

Service level is specific to each contact center: what is appropriate for one organization at 80-20 may be appropriate f...