Martin Jukes | Mpathy Plus

The considerations when setting up a contact centre

How do you set up a new Contact Centre?

Post author:Martin Jukes
Post published:4th September 2020
Post category:Article

How to design and set up a new contact centre

Stick? Twist? How do we move to a new normal with our Contact Centre?

Post author:Martin Jukes
Post published:27th July 2020
Post category:Article

In a recent article I discussed some of the issues arising from Homeworking and how it is great for some but not so easy for others. The question as organisations…

Call Centre - Corporate Office ** Note: Slight blurriness, best at smaller sizes

Is Homeworking the new normal?

Post author:Martin Jukes
Post published:29th May 2020
Post category:Article

Is Homeworking the real future for Contact Centres and what are the implications of this approach.

What a good call centre Advisor will look like in 10 years time

Post author:Martin Jukes
Post published:10th February 2020
Post category:Podcast

A Call Centre Helper podcast where Martin Jukes from Mpathy Plus presents his views on how contact centres will change and the role of the Advisor will develop.

Contact Centre KPI’s Part Two

Post author:Martin Jukes
Post published:8th January 2020
Post category:Blog

Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.

The 2020 Vision for Contact Centres

Post author:Martin Jukes
Post published:17th December 2019
Post category:Article

An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.

Contact Centre KPI’s

Post author:Martin Jukes
Post published:25th November 2019
Post category:Blog

An overview of how Contact Centre KPI's should be developed and used. Highlights common mistakes where the wrong measures are in place or incorrectly used.

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Post author:Martin Jukes
Post published:28th October 2019
Post category:Article

Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.

Don’t wait for the Brexit outcome. Take Control!

Post author:Martin Jukes
Post published:14th October 2019
Post category:Article

Understanding contact centre capability enables agility when managing customer enquiries and a new approach to contact centre projects and transformation.

Is empathy shown in all contact channels?

Post author:Martin Jukes
Post published:26th September 2019
Post category:Feature / Video

Contact Centre consultant Martin Jukes discusses how the level of empathy varies across different customer contact channels. The Mpathy Plus video also promotes evalue8 as a tool to assess empathy levels across each and every channel.