The role of a Customer Service Manager is challenging but particularly so at the moment. Support Plus is a unique service that provides support for Managers through an understanding of the issues that they face.
In this Call Centre Helper article, Martin Jukes discusses considerations in How to Write a Call Centre Business Plan including the objectives, the factors involved in design and the importance of taking a business wide strategic approach to ensuring that the final service represents your brand and values.
Contact Centre consultant Martin Jukes discusses how the level of empathy varies across different customer contact channels. The Mpathy Plus video also promotes evalue8 as a tool to assess empathy levels across each and every channel.
As customers we are offered a range of channels to connect with an organisation. We expect these to be consistent in the quality of service and the information provided. As…
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
Martin Jukes is a guest speaker with on a Call Centre Helper titled The Best Way to Develop a Quality Scorecard
Martin Jukes is a panelist on this weeks webinar from Call Centre Helper titled How to Boost Agent Productivity and Contact Centre Efficiency