Dont blame the Contact Centre
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…
Customer focused, or are they?
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?…
The considerations when setting up a contact centre
How do you set up a new Contact Centre?
How to design and set up a new contact centre
Stick? Twist? How do we move to a new normal with our 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…
Call Centre - Corporate Office
** Note: Slight blurriness, best at smaller sizes
Is Homeworking the new normal?
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
The 2020 Vision for Contact Centres
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
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!
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
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
Read the Call Centre Helper article by Martin Jukes by clicking on the image above