Complaints Articles

Utilities empathetic
Customer Servicing

The debt collection challenge: why an empathetic approach is key

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

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

Integrity green
Complaints

The regulator’s expectations of complaints handling during coronavirus

Complaints outlook questions 2
Complaints

Your complaints questions answered – Part 2

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Managing digital conduct risk blog 308 176
Complaints

Building a ‘smart’ complaints function – The role of technology in complaint handling

Ensuring continuity disruption
Operational Excellence

Ensuring business continuity in the age of disruption

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

Getting back on track rail firms customer confidence
Operational Excellence

Getting back on track – how rail firms can recover and increase customer confidence

First point contact complaints resolution
Complaints

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

PPI 7 weeks Insight 308 176
PPI

The end of the PPI era – Staying on target through the last seven weeks

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Co icon journey

 

The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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