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.
evalue8; an analysis of multi-channel performance
As customers we are offered a range of channels to connect with an organisation. We expect these to be consistent in the quality of service and the information provided. As…
Measuring Mpathy
Why measure empathy
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.
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 in your contact centre. Download…
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 Jukes. Click on the image…
How to Boost Agent Productivity and Contact Centre Efficiency
The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.
How to Boost Agent Productivity and Contact Centre Efficiency
Martin Jukes is a panelist on this weeks webinar from Call Centre Helper titled How to Boost Agent Productivity and Contact Centre Efficiency