Customer Servicing

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Focus purple
Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

Cost to serve
Customer Servicing

White Paper: Reducing the 'Cost to serve'

Expertise on demand
Resourcing

Expertise on demand

Utilities operational resilience
Operational Resilience

Utilities and the ‘cost vs risk’ dilemma – Shouldn’t the answer be obvious?

Human element service excellence
Complaints

Complaints Outlook 2019 – The human element: getting the focus on delivering excellence

Complaints outlook 2019 uk finance webinar
Complaints

Webinar: Complaints Outlook 2019 with UK Finance

Complaints outlook
Complaints

Complaints Outlook 2019 – A video round-up from the launch event

Data driving right performance
Culture

Is your data driving the right performance?

Emotional intelligence in complaints
Complaints

‘Emotional Intelligence’ and why it’s vital for your complaints team

Make it easy to be a customer
Customer Servicing

Guest Article: “Make it easy to be a customer” – The key to good customer experience

First point contact complaints resolution
Complaints

“Get it right the first time” – Aiming for 'first point of contact' complaints resolution

Microbusinesses Insight 308 176
General regulation

Microbusinesses and the energy market - The potential impacts of Ofgem's strategic review

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

VULNERABLE CIRCUMSTANCES Insight 308 176
Vulnerable customers

Regulatory update: The Commission for Customers in Vulnerable Circumstances Final Report 2019

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Value for money Blog 308 176
Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

Fostering customer engagement water
Customer Servicing

Fostering customer engagement in the water industry

The winter blues 308 176
Operational Resilience

Infographic: The Winter Blues

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