Travel Articles

Managed resourcing solution yellow
Complaints

Our call handlers share their insight from the frontline

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Complaints

Prioritising First Point of Contact when dealing with complaints

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?

Complaints innovation
Complaints

Maximising customer outcomes through innovation in the complaints landscape

New year operational excellence
Operational Excellence

5 New Year’s resolutions to help you achieve operational excellence in 2020

Ethics and Compliance in the Boardroom
Culture

Guest Article: Poor culture – The silent Boardroom killer

Complaints outlook questions 1
Complaints

Your complaints questions answered – part 1

Future 2 insight version
Culture

Guest Article: Is your business ready for the future of work?

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

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

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

TC Travel Insight 308 176
Customer Servicing

Fair’s fair – A response to the ‘Small Print, Big Difference’ campaign

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Carstretch 308 176
General regulation

The wait is over for the Motor Finance sector

Brexit blog no contingency 308 176
Operational Resilience

Contingency planning for Brexit

Jeannette Lichner board performance 308 176
Culture

The quickest way to improve your board’s performance? Focus on culture, value and behaviours

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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