Customer Servicing

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Vulnerable customers

Podcast: Affordability and responsible lending

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Customer Servicing

Case Study: Contact centre for a high cost, short-term credit lender

Future conduct risk
General regulation

The Future of Conduct Regulation

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Financial Crime

Case Study: Supporting a global retail bank to clear a backlog of potential fraud cases

Expertise on demand
Resourcing

Expertise on demand

Human element service excellence
Complaints

Complaints Outlook 2019 – The human element: getting the focus on delivering excellence

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Complaints

Webinar: Complaints Outlook 2019 with UK Finance

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Complaints

Complaints Outlook 2019 – A video round-up from the launch event

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

First point contact complaints resolution
Complaints

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

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Complaints

White Paper: Complaints Outlook 2019

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Complaints

The real consequences of poor complaints handling

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Complaints

The quiet ones – Reaching out to non-complainants

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Complaints

The challenge of undertaking strategic root cause analysis on mortgage complaints

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Customer Servicing

Do you really value your customers? – Asking the hard questions around ‘value for money’

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Complaints

Claims Management Companies – A rapidly changing landscape

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Operational Excellence

Digital conduct risk in an online world

WHAT WE ARE COMPLAINING ABOUT
Complaints

What we are complaining about this year in financial services – FCA H1 2018 complaints data

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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