Complaints

CO2019 highlights
Complaints

Complaints Outlook 2019 – Highlights from the launch event

Complaints outlook
Complaints

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

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

First point contact complaints resolution
Complaints

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

Complaints outlook 2019 background
Complaints

White Paper: Complaints Outlook 2019

PPI 7 weeks Insight 308 176
PPI

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

Compalints excellence infographic 308 176
Complaints

Infographic: Are you really delivering complaints excellence?

The real consequences of poor complaints handling 1 308 176
Complaints

The real consequences of poor complaints handling

Quiet ones Insight 308 176
Complaints

The quiet ones – Reaching out to non-complainants

Utilities Insight 308 176
Complaints

Infographic: The price of getting complaints wrong in Utilities

Energy water complaint handling 308 176
Complaints

White paper: Utilities customer insight

Water works 308 176
Operational Resilience

Avoid, cope, recover - Keeping the water flowing after extreme weather

The winter blues 308 176
Operational Resilience

Infographic: The Winter Blues

Bill shock 308 176
Complaints

Softening the impact of winter bill shock

Vulnerable 308 176
Complaints

Customer support should be targeted at the most vulnerable customer groups

Standing still 308 176
Complaints

A penalty for loyalty? – Reactions to the citizens advice super-complaint

Water weather 308 176
Complaints

Keep communicating when extreme weather strikes

Path yellow
Technology and Data

Reducing complaints through robotics

CO2022 word cloud

 

The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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