Mpathy Plus

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.

"The comprehensive feedback provided by Mpathy Plus informed us in strategic and operational areas and was supported with an extensive list of recommendations which we are now implementing."

"Mpathy Plus delivered on time, on budget and exceeded expectations with the quality and depth of output. If you need an expert insight from someone that you can trust to deliver, we would certainly recommend Mpathy Plus."

"I would certainly recommend working with Mpathy Plus, they have provided the independent expertise that we required but aligned it to our business and our brand."

If you are looking for support or advice from experienced professionals please contact us for a free initial consultation.

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

Article

Can self service be designed to benefit the customer?

According to the recent 2018 NICE inContact Customer Experience Transformation Benchmark, 32% of all interactions in the UK are completed using a self service channel

Article

How to calculate absenteeism

Call Centre Helper recently published an article about how to calculate and manage absenteeism in your contact which included observations, tips and advice from Martin

Feature

evalue8; an analysis of multi-channel performance

As customers we are offered a range of channels to connect with an organisation. We expect these to be consistent in the quality of service

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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