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Features & News

How to write a call centre business plan
Feature

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.

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Contact Centre KPI's
Blog

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.

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Martin Jukes
Feature

Is empathy shown in all contact channels?

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.

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