Supporting our clients transform, improve and deliver customer service
Mpathy Plus are management consultants who work in customer service and contact centre environments.
Our independent expertise transforms services, improves performance and supports clients operations.
What we do
Support Operations
Latest Features
The following are our latest features. You can find more information including Articles, Case Studies, Product Sheets and Videos on our Downloads page
Can the NHS learn from Contact Centres?
We review the similarities between recent reporting of A&E performance and the aged methods of measuring Contact Centre performance. We examine the need for balanced scorecards that report outcomes in addition to response times and conclude that the customer experience is also about the quality of service.
Introducing new channels for customers
Martin Jukes from Mpathy Plus discusses some of the considerations when introducing alternative customer contact channels in transforming service. This includes channels such as livechat, self service, video in addition to more traditional telephone and email.
How to Boost Agent Productivity and Contact Centre Efficiency
The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.
Thinking about customers in Channel Shift
Discussion relating to how the customer experience should be a paramount consideration in digital transformation and channel shift.