How AI-driven omni-channel communication can drive both efficiency and customer satisfaction in the water sector

• Blog
• Customer Contact & Engagement

Aptumo’s Product Manager Gareth Welch looks at how embracing technology can redefine the landscape of water utilities.

Neurodiversity inclusion in the workplace

• Blog
• Customer Contact & Engagement

Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.

How the senior leaders of the water sector can learn from customer-facing staff

• Blog
• Customer Contact & Engagement

Discover how multi-level feedback systems can revolutionise customer service in the water sector.

Enhancing our employee development programme to foster long-term growth

• Blog
• Customer Contact & Engagement

We are pleased to have bolstered our employee development offering with a range of new learning and development programmes, including a dedicated customer service apprenticeship scheme. The initiatives include a global mentoring programme, Boost and Echoship.

Five ways to manage frustrated customers in the utility sector

• Blog
• Customer Contact & Engagement

Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a customer simply having a bad day, emotions can sometimes boil over. Research shows that more than a third (36%) of service professionals have experienced hostility in the last six months.

Echo Managed Services strengthens its service with a new head of billing and collections

• News Item
• Customer Contact & Engagement

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Double win for Echo at the Northern Ireland Contact Centre Awards 2023

• News Item
• Customer Contact & Engagement

Echo NI’s team won both Customer Contact Manager of the Year and Best Outsourced Partnership at the 26th October ceremony.

Echo Managed Services achieves ServiceMark re-accreditation from the ICS

• News Item
• Customer Contact & Engagement

Specialist customer service provider for the water industry, Echo Managed Services, has been re-accredited with the ServiceMark from the Institute of Customer Service.

Smart technology: the future of customer service in the water sector

• News Item
• Customer Contact & Engagement

More than ever before, today’s customers have high expectations and water utilities’ customers are no different: their provider should be able to deliver a seamless service, with little or no inconvenience to them or their day-to-day activities.

Exceptional customer service will help customers navigate tough financial times

• News Item
• Customer Contact & Engagement

Exclusive Interview: Rachael Merrell, Customer Services Director at Echo - first published on H20 Global News.