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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

Transform Service

Help clients to transform their contact centres and the experience they deliver to customers.

Improve Performance

Support clients in improving their contact centre services and customer experience with independent insight.

Support Operations

Provision of additional resource to support contact centre management during times of need.

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 A&E Learn From Contact Centres
Article

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.

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Article

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.

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