Dont blame the Contact Centre
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…
Contact Centre performance improvement
Back To Basics For Performance Improvement
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.
Supporting Customer Service Managers – Support Plus
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.
Stick? Twist? How do we move to a new normal with our Contact Centre?
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…
Contact Centre KPI's
Contact Centre KPI’s Part Two
Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.
Contact Centre KPI's
Contact Centre KPI’s
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.
Don’t wait for the Brexit outcome. Take Control!
Understanding contact centre capability enables agility when managing customer enquiries and a new approach to contact centre projects and transformation.
Is empathy shown in all contact channels?
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.
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…
Measuring Mpathy
Why measure empathy
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.