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.
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.
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
The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.
Discussion relating to how the customer experience should be a paramount consideration in digital transformation and channel shift.