Join the webinar to hear how and when to use average handling time to manage your contact centre performance.
Martin Jukes recently contributed to a feature in Call Centre Helper titled 'The 10 Pillars of Employee Experience' An extract from the article is shown below, you can link to…
Contact Centres are often thought to be failing when in reality it is much wider issues causing a problem. Take a look at this article recently published in Call Centre…
A discussion about a Contact Centre Performance Improvement project went back to basics to deliver a quick recovery enabling the development of an organisation wide Contact Centre Strategy.
The role of a Customer Service Manager is challenging but particularly so at the moment. Support Plus is a unique service that provides support for Managers through an understanding of the issues that they face.
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…
Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.
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.
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.