Mpathy Plus work in customer service and contact centre environments.
Our independent expertise transforms services, improves performance and supports clients operations.
What we do
Our focus is in four key areas;
Customer: our prime focus is the impact on the customer experience. We ensure that the customer perspective is integral to all of our work whether it be implementing new services, developing new processes or developing an improvement strategy.
Strategy: our experience at a strategic level ensures that we deliver creativity but linking to the overall business objectives. Our approach is to start with the strategic objectives but we are also able to manage the implementation of our strategies to ensure maximum outcomes.
Operations: We are operational experts and have the experience of working in Call Centre and Contact Centres for over 25 years. We know how people, process, technology and workplace all require operational management and we understand the key disciplines and operational processes required to deliver success.
Service: customer service is the interface between the customer and the organisation they are engaging with. We assess the service provided and ensure that it is meeting all stakeholder expectations in an efficient manner.
The drive for efficient Contact Centres. The focus for many organisations over recent years has been operational efficiency. This is often delivered through reducing the
One of the key things that we look at when reviewing an organisations customer experience is understanding how a customer really feels when engaging with that organisation. A specific area that we focus on is asking the question, what does the customer perceives as being the focus of the service?…