Article | 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.

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.

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.

Enabling customer contact centre channels

Post author:Martin Jukes
Post published:2nd September 2019
Post category:Article Video

Watch the video to hear about how an organisation is potentially losing business due to the poor enablement and integration of customer contact channels. https://youtu.be/cSPUrQ4vCHg

How will the role of the Contact Centre Agent change in the future

How the role of Contact Centre Agents will change in the future

Post author:Martin Jukes
Post published:31st July 2019
Post category:Article

Read the Call Centre Helper article by Martin Jukes by clicking on the image above

How to Develop a Quality Assurance Framework

Post author:Martin Jukes
Post published:30th July 2019
Post category:Article

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…

10 ways to contol Contact Centre attrition

Post author:Martin Jukes
Post published:22nd February 2019
Post category:Article

Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.