Customer Servicing Articles

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

Energy price cap increase
Customer Servicing

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

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

Pension regulatory responsibility
Pensions

Take responsibility for DB pension transfers, before the regulator does

Affordability responsible lending blog
Vulnerable customers

Responsible lending - navigating through uncertainty

Future conduct risk
General regulation

The Future of Conduct Regulation

Insurance future sicsic
General regulation

The future of General Insurance pricing

Utilities operational resilience
Operational Resilience

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

Robust function
Operational Resilience

How financial services can regain its operational resilience

Data driving right performance
Culture

Is your data driving the right performance?

Co icon journey

 

The Complaints Outlook 2021

Actionable insight for every stage of the complaints journey

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