Ask Contact Centre Agents What They Think
Martin Jukes recently contributed to a feature in Call Centre Helper titled 'The 10 Pillars of Employee Experience' An extract from the article is shown below, you can link to…
Martin Jukes recently contributed to a feature in Call Centre Helper titled 'The 10 Pillars of Employee Experience' An extract from the article is shown below, you can link to…
Learning about Service and Leadership as a Volunteer at Birmingham 2022 I recently had the great experience of being a volunteer Driver at the Birmingham 2022 Commonwealth Games. I met…
It is important to focus on getting the right person at the right time when introducing projects or unexpected change. This article discusses some of the issues in recruitment and the benefits that an Interim Manager can bring.
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article recently published in Call Centre…
One of the key things that we look at when reviewing an organisations customer experience is understanding how a customer really feels when engaging with that organisation. A specific area that we focus on is asking the question, what does the customer perceives as being the focus of the service?…
How to design and set up a new contact centre
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…
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.