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Features & News

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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Feature

Why measure empathy

Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.

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Blog

Changing the Perception of Quality Assurance in Contact Centres

This blog discusses changing the perception of quality assurance in contact centres. This essential contact centre activity is often misunderstood and distrusted. This blog provides advice and tips on how to change this perception and ensure that maximum benefit is achieved from this process.

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