Complaints Articles

Build advocacy
Customer Servicing

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
Customer Servicing

Why is it so important to get section 75 right?

Fibre optic service
Customer Servicing

How telecommunication providers can stand out with high quality customer service

Focus green
Customer Servicing

The SOLRs are here to stay

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

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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