Discover how Echo successfully met sudden surges in demand, handling 93,000 calls for 888,246 ceramic poppies with empathy and understanding, whilst supporting the high profile 'Tower of London Remembers' campaign
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Supporting Welsh Water's Digital Transformation
How Echo supported Welsh Water with their digital transformation programme - resulting in a 33% increase in digital channel customer…
A new customer-centric approach to debt collection
How Echo engages and helps customers in arrears in the field for Northern Ireland Water...
RapidXtra supports Welsh Water's delivery of customer service excellence
When Welsh Water replaced its legacy billing framework, a system that was proven through use in similar regulated environments, that…
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Neurodiversity inclusion in the workplace
Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.
26 September 2024 by Rachael Merrell
Navigating risk and assumptions in digital transformation
Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.
8 August 2024 by Matt Bowd
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
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…