Article
4th September 2020
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Article
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
27th July 2020
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Article
Is Homeworking the new normal?
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
29th May 2020
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Podcast
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.
10th February 2020
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Blog
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.
8th January 2020
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Article
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.
17th December 2019
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