Features & News
Back To Basics For Performance Improvement
A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.
Supporting Customer Service Managers – Support Plus
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.
How to write a call centre business plan
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.
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
Is Homeworking the new normal?
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
What a good call centre Advisor will look like in 10 years time
A Call Centre Helper podcast where Martin Jukes from Mpathy Plus presents his views on how contact centres will change and the role of the Advisor will develop.
Contact Centre KPI’s Part Two
Second part of blog about Contact Centre KPI’s talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI’s to use.
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.
Contact Centre KPI’s
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.
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.