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.
A Call Centre Helper podcast where Martin Jukes from Mpathy Plus presents his views on how contact centres will change and the role of the Advisor will develop.
Second part of blog about Contact Centre KPI's talks about Contact Centre performance, reporting, scorecards, dashboards and what KPI's to use.
An insight into how contact centres will develop in 2020 with views about balancing technology with customer expectations and the operational changes required.
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.
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…
Martin Jukes discusses the benefits of increasing empathy in customer interactions and how important independent measurement is.
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.