An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
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.
Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.
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…
Watch the video to hear about how an organisation is potentially losing business due to the poor enablement and integration of customer contact channels. https://youtu.be/cSPUrQ4vCHg
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.