Article | Mpathy Plus

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 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.

Can self service be designed to benefit the customer?

Post Author:Martin Jukes
Post published:9th November 2018
Post Category:Article

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

Post Author:Martin Jukes
Post published:12th October 2018
Post Category:Article

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?

Post Author:Martin Jukes
Post published:16th April 2018
Post Category:Article

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.