Blog | Mpathy Plus

Contact Centre KPI’s Part Two

Post author:Martin Jukes
Post published:8th January 2020
Post category:Blog

Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.

Contact Centre KPI’s

Post author:Martin Jukes
Post published:25th November 2019
Post category:Blog

An overview of how Contact Centre KPI's should be developed and used. Highlights common mistakes where the wrong measures are in place or incorrectly used.

Changing the Perception of Quality Assurance in Contact Centres

Post author:Martin Jukes
Post published:9th September 2019
Post category:Blog

This blog discusses changing the perception of quality assurance in contact centres. This essential contact centre activity is often misunderstood and distrusted. This blog provides advice and tips on how to change this perception and ensure that maximum benefit is achieved from this process.

Is it all bad?

Post author:Martin Jukes
Post published:16th March 2018
Post category:Blog

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