One of the key things that we look at when reviewing an organisations customer experience is understanding how a customer really feels when engaging with that organisation. A specific area that we focus on is asking the question, what does the customer perceives as being the focus of the service?…
In this Call Centre Helper article, Martin Jukes discusses considerations in How to Write a Call Centre Business Plan including the objectives, the factors involved in design and the importance of taking a business wide strategic approach to ensuring that the final service represents your brand and values.
In a recent article I discussed some of the issues arising from Homeworking and how it is great for some but not so easy for others. The question as organisations…
Is Homeworking the real future for Contact Centres and what are the implications of this approach.
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.
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…