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.
Contact Centre consultant Martin Jukes discusses how the level of empathy varies across different customer contact channels. The Mpathy Plus video also promotes evalue8 as a tool to assess empathy levels across each and every channel.