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.
Changing the Perception of Quality Assurance in Contact Centres
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
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
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.
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