Knowledge Centre
Choose what's showing in the Knowledge Centre
Blog
September 26th 2024
Neurodiversity inclusion in the workplace
Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.
Posted in Customer Contact & Engagement by Rachael Merrell
Blog
August 8th 2024
Navigating risk and assumptions in digital transformation
Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.
Posted in Customer Contact & Engagement by Matt Bowd
Blog
August 1st 2024
How the senior leaders of the water sector can learn from customer-facing staff
Discover how multi-level feedback systems can revolutionise customer service in the water sector
Posted in Customer Contact & Engagement
Blog
July 2nd 2024
Enhancing our employee development programme to foster long-term growth
We are pleased to have bolstered our employee development offering with a range of new learning and development programmes, including…
Posted in Customer Contact & Engagement
Blog
May 16th 2024
Five ways to manage frustrated customers in the utility sector
Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a…
Posted in Customer Contact & Engagement
News
February 1st 2024
Echo Managed Services strengthens its service with a new head of billing and collections
We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.
Posted in Customer Contact & Engagement
Blog
January 16th 2024
Overhauling onboarding and training processes for customer service recruits
The ICS’ latest UK Customer Satisfaction Index report highlights the impact that thorough training and a comprehensive onboarding process can…
Posted in Customer Contact & Engagement
News
November 30th 2023
Echo appoints a new Head of Operations
We are delighted to have appointed Leanne Florence to this senior role.
Posted in Customer Contact & Engagement
Blog
November 3rd 2023
Linking employee recognition programmes to customer satisfaction
The link between a strategic employee recognition programme and customer satisfaction should not be underestimated. Echo's Lead HR Business Partner…
Posted in Customer Contact & Engagement by Hannah Cook
News
October 31st 2023
Double win for Echo at the Northern Ireland Contact Centre Awards 2023
Echo NI’s team won both Customer Contact Manager of the Year and Best Outsourced Partnership at the 26th October ceremony.
Posted in Customer Contact & Engagement