Category Archives: Latest Feature

Design Considerations for Channel Shift

Delivering effective and efficient customer service through self service and automation is a real opportunity for many organisations. There are many examples of where this has made a significant impact on improving the customer experience, increasing efficiency, reducing cost and made a positive contribution to both service provider and customer. Self service is now part

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Webinar – 5 features of call centre design

Martin Jukes from Mpathy Plus was a participant on a Call Centre Helper webinar discussing features involved in designing a contact centre. Click here to view the slides and access a recording of the webinar.

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New year – New you, but how?

At this time of year we are encouraged to make changes to our lives. Whether it is improving diet, getting fitter or planning holidays there is a real focus on making changes to our lifestyle and wellbeing. We are encouraged to take stock of where we are and make decisive changes for the better. The

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Measuring empathy for customer service improvement

  The metrics used in organisations often reflect the situation and state that the organisation is in at any one time. If poor performance exists then there is an inevitable dive into detailed operational statistics to try and understand why and fix it. If there are a large number of complaints then these are analysed

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