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…
Read the Call Centre Helper article by Martin Jukes by clicking on the image above
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…
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
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.
Discussion relating to how the customer experience should be a paramount consideration in digital transformation and channel shift.
There is a plethora of confusion around Digital Transformation. There are many ‘experts’ and organisations that claim to have transformed!