An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
Martin Jukes of Mpathy Plus explores five areas of omnichannel design, highlighting key considerations to make when perfecting your strategy.
Understanding contact centre capability enables agility when managing customer enquiries and a new approach to contact centre projects and transformation.
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.
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
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.