performance improvement

Contact Centre KPI’s Part Two

Post author:Martin Jukes
Post published:8th January 2020
Post category:Blog

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

Post author:Martin Jukes
Post published:25th November 2019
Post category:Blog

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!

Post author:Martin Jukes
Post published:14th October 2019
Post category:Article

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?

Post author:Martin Jukes
Post published:26th September 2019
Post category:Feature / Video

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

Post author:Martin Jukes
Post published:25th September 2019
Post category:Feature

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

Post author:Martin Jukes
Post published:19th September 2019
Post category:Feature / Video

Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.

Changing the Perception of Quality Assurance in Contact Centres

Post author:Martin Jukes
Post published:9th September 2019
Post category:Blog

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.

Enabling customer contact centre channels

Post author:Martin Jukes
Post published:2nd September 2019
Post category:Article / Video

Watch the video to hear about how an organisation is potentially losing business due to the poor enablement and integration of customer contact channels. https://youtu.be/cSPUrQ4vCHg

How to Develop a Quality Assurance Framework

Post author:Martin Jukes
Post published:30th July 2019
Post category:Article

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

Post author:Martin Jukes
Post published:25th June 2019
Post category:Feature

Hear how Mpathy Plus use evalue8 to measure the performance of organisations interactions with customers across a range of channels.