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…
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.
How to calculate absenteeism
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…
Can the NHS learn from Contact Centres?
We review the similarities between recent reporting of A&E performance and the aged methods of measuring Contact Centre performance. We examine the need for balanced scorecards that report outcomes in addition to response times and conclude that the customer experience is also about the quality of service.
How to Boost Agent Productivity and Contact Centre Efficiency
The following Call Centre Helper webinar features Martin Jukes from Mpathy Plus talking about how to improve agent productivity and contact centre efficiency. The discussion focuses on measuring productivity and efficiency and ways to improve them including enhancing the customer experience.