Omnichannel Contact Centre Design Considerations That You Cannot Ignore
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
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
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
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…
The New Rules for Customer Experience
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
Introducing new channels for customers
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.
Thinking about customers in Channel Shift
Discussion relating to how the customer experience should be a paramount consideration in digital transformation and channel shift.
Digital Transformation – what is it all about?
There is a plethora of confusion around Digital Transformation. There are many ‘experts’ and organisations that claim to have transformed!