Channel Shift | Mpathy Plus

The considerations when setting up a contact centre

How do you set up a new Contact Centre?

Post author:Martin Jukes
Post published:4th September 2020
Post category:Article

How to design and set up a new contact centre

What a good call centre Advisor will look like in 10 years time

Post author:Martin Jukes
Post published:10th February 2020
Post category:Podcast

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.

The 2020 Vision for Contact Centres

Post author:Martin Jukes
Post published:17th December 2019
Post category:Article

An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.

Contact Centre KPI’s

Post author:Martin Jukes
Post published:25th November 2019
Post category:Blog

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.

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Post author:Martin Jukes
Post published:28th October 2019
Post category:Article

Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.

evalue8; an analysis of multi-channel performance

Post author:Martin Jukes
Post published:25th September 2019
Post category:Feature

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…

Enabling customer contact centre channels

Post author:Martin Jukes
Post published:2nd September 2019
Post category:Article / Video

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

How the role of Contact Centre Agents will change in the future

Post author:Martin Jukes
Post published:31st July 2019
Post category:Article

Read the Call Centre Helper article by Martin Jukes by clicking on the image above

How to Develop a Quality Assurance Framework

Post author:Martin Jukes
Post published:30th July 2019
Post category:Article

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…

The New Rules for Customer Experience

Post author:Martin Jukes
Post published:25th June 2019
Post category:Feature

Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.