Build advocacy
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Can the utilities sector rebuild customers’ trust and loyalty to deliver sustained business success?

Telecomms call
Customer Servicing

Telecoms firms - don’t sleep on the competitive advantage afforded by elite customer service

Payment
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Why is it so important to get section 75 right?

Fibre optic service
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How telecommunication providers can stand out with high quality customer service

Focus green
Customer Servicing

The SOLRs are here to stay

Utilities empathetic
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The debt collection challenge: why an empathetic approach is key

Energy price cap increase
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Energy price cap increase: An opportunity to build stronger customer relationships

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

Prioritise fpoc
Complaints

Prioritising First Point of Contact when dealing with complaints

Listen to complaints
Complaints

Turn complaints into opportunities

Closed complaints
Complaints

Why firms should be breaking down the barriers in complaints

Pandemic and complaints
Complaints

What have we learnt from complaints during the pandemic?

CO2021 questions
Complaints

The unanswered questions from the Complaints Outlook 2021 Launch Event

Pricing remedies catalyst2
Fair pricing

FCA pricing remedies will change the game for the insurance industry

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Bridge support
Vulnerable customers

FCA review into unsecured credit: what can we expect?

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Insurance add ons
Fair pricing

FCA general insurance add-ons data: an opportunity to demonstrate value

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

DB pensions Ros Blog
Pensions

Defined benefit pensions regulation – a view from Baroness Ros Altmann

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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