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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.

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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.

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Is it all bad?

The use of social media is continually developing and has certainly become a significant part of many people’s day to day lives.

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