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.