How to Develop a Quality Assurance Framework
Take a look at this eBook which has been produced by Evaluagent. It provides an excellent starting framework for how to measure and manage quality in your contact centre. Download…
The New Rules for Customer Experience
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
Feedback from a satisfied client
I would like to thank you for coming back to Progress Housing Group for a mini review of the work you carried out with us in our customer contact department. …
10 ways to contol Contact Centre attrition
Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.
How to develop a quality scorecard
Martin Jukes is a guest speaker with on a Call Centre Helper titled The Best Way to Develop a Quality Scorecard
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 with 68% requiring Agent assistance.…
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 Jukes. Click on the image…
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.
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.
How to Boost Agent Productivity and Contact Centre Efficiency
The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.