Martin Jukes Archives - Contact Centre Helper

Martin Jukes

Martin Jukes, Managing Director, Mpathy Plus

Martin draws on over 25 years’ experience in customer service and CX to help organizations improve their performance and provide better experiences for customers and their people.

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Recent Articles Most Viewed Articles

Make QA That Bit Easier on Everyone

Make QA That Bit Easier on Everyone

Top 10 Ways to Future-Proof Your Contact Centre

Top 10 Ways to Future-Proof Your Contact Centre

Is AI the “Silver Bullet” We’ve All Been Waiting For?

Is AI the “Silver Bullet” We’ve All Been Waiting For?

A Beginner’s Guide to… Customer Profitability Analysis

A Beginner’s Guide to… Customer Profitability Analysis

Stop Spamming! 10 Better Ways to Collect Customer Feedback

Stop Spamming! 10 Better Ways to Collect Customer Feedback

The Top 20 Webinars

The Top 20 Webinars

25 Ways to Proactively Spot Your Customers’ Pain Points

25 Ways to Proactively Spot Your Customers’ Pain Points

The 10 Pillars of EX (Employee Experience)

The 10 Pillars of EX (Employee Experience)

Getting Started With Customer Service Mantras and Vision Statements

Getting Started With Customer Service Mantras and Vision…

22 Ideas to Help Design a Great Digital Experience

22 Ideas to Help Design a Great Digital Experience

Don’t Blame the Contact Centre

Don’t Blame the Contact Centre

Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience

Recorded Webinar: 5 Ideas To Help Design a Great Digital…

How to Create a Customer Balanced Scorecard – with Template and Examples

How to Create a Customer Balanced Scorecard – with…

An Action Plan for Dealing With Absenteeism

An Action Plan for Dealing With Absenteeism

How to Write a Call Centre Business Plan

How to Write a Call Centre Business Plan

Recorded Webinar: The Latest Developments in Contact Centres

Recorded Webinar: The Latest Developments in Contact…

How to Make the Most of Your Quality Scores

How to Make the Most of Your Quality Scores

Workforce Management Guide

Workforce Management Guide

Recorded Webinar: The Advisor of the Future

Recorded Webinar: The Advisor of the Future

Podcast – What Will a Good Call Centre Advisor Look Like in Ten Years

Podcast – What Will a Good Call Centre Advisor…

The Top Stories of 2019

The Top Stories of 2019

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Omnichannel Contact Centre Design Considerations That…

Why Is Measuring Customer Satisfaction So Important?

Why Is Measuring Customer Satisfaction So Important?

The Contact Centre Podcast: Catch-up with Every Episode So Far!

The Contact Centre Podcast: Catch-up with Every Episode…

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?