Features & News
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
How to balance between operational efficiency and getting to know your customers
The drive for efficient Contact Centres. The focus for many organisations over recent years has been operational efficiency. This is often delivered through reducing the
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?…
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.