Martin Jukes - Call Centre Helper

Connect with Martin on LinkedIn "> Martin Jukes - Call 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.

Connect with Martin on LinkedIn

Recent Articles Most Viewed Articles

How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The…

Workforce Management Guide

Workforce Management Guide

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

How to Create a Contact Centre Quality Scorecard – With a Template Example

How to Create a Contact Centre Quality Scorecard –…

How to Calculate Absenteeism – with Formula

How to Calculate Absenteeism – with Formula

20 Predictions for the Contact Centre of the Future

20 Predictions for the Contact Centre of the Future

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

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

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

Why reducing call duration may be missing the point!

Why reducing call duration may be missing the point!

Is AI the Biggest Career Opportunity Agents Have Ever Had?

Is AI the Biggest Career Opportunity Agents Have Ever Had?

10 Ways to Control Contact Centre Attrition

10 Ways to Control Contact Centre Attrition

Recorded Webinar: 20 Tips for Improving Average Handling Time (AHT)

Recorded Webinar: 20 Tips for Improving Average Handling…

What Makes Smaller Contact Centres so Different?

9 Ways That the Contact Centre Advisor Role Will Change in the Future

9 Ways That the Contact Centre Advisor Role Will Change…

The 10 Pillars of EX (Employee Experience)

The 10 Pillars of EX (Employee Experience)

Why Is Measuring Customer Satisfaction So Important?

Why Is Measuring Customer Satisfaction So Important?

25 Ways to Proactively Spot Your Customers’ Pain Points

25 Ways to Proactively Spot Your Customers’ Pain Points

Getting Started With Customer Service Mantras and Vision Statements

Getting Started With Customer Service Mantras and Vision…

Self-Service Design – How to Create the Best Possible Experience

Self-Service Design – How to Create the Best…

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Omnichannel Contact Centre Design Considerations That…

Mpathy Plus

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

Podcast – What Will a Good Call Centre Advisor…

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

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

Upcoming Events

29th September 2026

2026 QATC Annual Conference

30th September 2026

Customer Experience Live Show Middle East 2026

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?