Customer Servicing

Prioritise fpoc
Complaints

Prioritising First Point of Contact when dealing with complaints

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Complaints

Podcast: 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

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Complaints

Podcast: Making it easy to complain

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

Paul whichello
Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Luke wootton
Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

Huntswood h green
Complaints

Complaints Outlook 2021 Launch Event - Panel session

Complaints outlook 2021 journey
Complaints

Research report: Complaints Outlook 2021

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

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Complaints

Case Study: Supporting the claims area of a major utilities company

Growth purple
Complaints

Case Study: Delivering a complaint solution for a leading water industry client

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Complaints

Case Study: Clear a significant complaints backlog post acquisition

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Financial Crime

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

Cost to serve
Customer Servicing

White Paper: Reducing the 'Cost to serve'

Expertise on demand
Resourcing

Expertise on demand

Utilities operational resilience
Operational Resilience

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

Human element service excellence
Complaints

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

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The Complaints Outlook 2022

Actionable insight for every stage of the complaints journey

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