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 2 mins, 3 secs read

The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers

The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing the callers pro...

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...

ApexCX
Nov 22 2 mins, 21 secs read

Contact Center CX Technology 2019 and Beyond

AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...

ApexCX
Nov 22 5 mins, 4 secs read

Improving CX on a Budget with Customer Feedback

Improving customer experience can be done with customer feedback, by listening to customers, talking to customers, askin...

ApexCX
Nov 22 4 mins, 21 secs read

Leadership Soft Skills: Remember Names Can Go a Long Way

People skills, or soft skills are important tools for leadership, one of them is to remember names with visual and menta...

ApexCX
Nov 22 9 mins, 53 secs read

Team Strategies for a High-Performance Contact Center

To grow a high performance customer experience contact center or team, leadership strategies for team building, teamwork...