What a good call centre Advisor will look like in 10 years time
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
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
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
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
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!
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?
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.
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 and the information provided. As…
Measuring Mpathy
Why measure empathy
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.
Changing the Perception of Quality Assurance in Contact Centres
This blog discusses changing the perception of quality assurance in contact centres. This essential contact centre activity is often misunderstood and distrusted. This blog provides advice and tips on how to change this perception and ensure that maximum benefit is achieved from this process.