Features & News
Enabling customer contact centre channels
Watch the video to hear about how an organisation is potentially losing business due to the poor enablement and integration of customer contact channels.
How the role of Contact Centre Agents will change in the future
Read the Call Centre Helper article by Martin Jukes by clicking on the image above
How to Develop a Quality Assurance Framework
Take a look at this eBook which has been produced by Evaluagent. It provides an excellent starting framework for how to measure and manage quality
The New Rules for Customer Experience
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
Feedback from a satisfied client
I would like to thank you for coming back to Progress Housing Group for a mini review of the work you carried out with us
10 ways to contol Contact Centre attrition
Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.
How to develop a quality scorecard
Martin Jukes is a guest speaker with on a Call Centre Helper titled The Best Way to Develop a Quality Scorecard
Can self service be designed to benefit the customer?
According to the recent 2018 NICE inContact Customer Experience Transformation Benchmark, 32% of all interactions in the UK are completed using a self service channel
How to calculate absenteeism
Call Centre Helper recently published an article about how to calculate and manage absenteeism in your contact which included observations, tips and advice from Martin
Can the NHS learn from Contact Centres?
We review the similarities between recent reporting of A&E performance and the aged methods of measuring Contact Centre performance. We examine the need for balanced scorecards that report outcomes in addition to response times and conclude that the customer experience is also about the quality of service.
Introducing new channels for customers
Martin Jukes from Mpathy Plus discusses some of the considerations when introducing alternative customer contact channels in transforming service. This includes channels such as livechat, self service, video in addition to more traditional telephone and email.
Digital Transformation – what is it all about?
There is a plethora of confusion around Digital Transformation. There are many ‘experts’ and organisations that claim to have transformed!