Mpathy Plus work in customer service and contact centre environments.
Our independent expertise transforms services, improves performance and supports clients operations.
What we do
Transform Service
Improve Performance
Support Operations
Our Focus
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.
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Latest Features
The following are our latest features. You can find more information including Articles, Case Studies, Product Sheets and Videos on our Downloads and the Features & News page
The Right Person at the Right Time
It is important to focus on getting the right person at the right time when introducing projects or unexpected change. This article discusses some of the issues in recruitment and the benefits that an Interim Manager can bring.
Dont blame the Contact Centre
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article
How to balance between operational efficiency and getting to know your customers
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
Customer focused, or are they?
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?…