How are you measuring your Contact Centre performance?
Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
Martin Jukes recently contributed to a feature in Call Centre Helper titled 'The 10 Pillars of Employee Experience' An extract from the article is shown below, you can link to…
Learning about Service and Leadership as a Volunteer at Birmingham 2022 I recently had the great experience of being a volunteer Driver at the Birmingham 2022 Commonwealth Games. I met…
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article recently published in Call Centre…
The drive for efficient Contact Centres. The focus for many organisations over recent years has been operational efficiency. This is often delivered through reducing the live interactional time between customers…
A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
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.
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.
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…