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…
This blog discusses changing the perception of quality assurance in contact centres. This essential contact centre activity is often misunderstood and distrusted. This blog provides advice and tips on how to change this perception and ensure that maximum benefit is achieved from this process.
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…
Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.
Another great article from Call Centre Helper with tips and advice about how to control atrition in Contact Centres.
Call Centre Helper recently published an article about how to calculate and manage absenteeism in your contact which included observations, tips and advice from Martin Jukes. Click on the image…
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.
Martin Jukes is a panelist on this weeks webinar from Call Centre Helper titled How to Boost Agent Productivity and Contact Centre Efficiency