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Blog

March 27th 2018

Training in a multi-channel world

As customer channel choice continues to increase, businesses must ensure advisors are confident and capable in handling enquiries across a…

Blog

March 6th 2018

Energy theft: it's time to take action

Lloyd Birkhead, MD of Echo's Grosvenor Services Group, takes a closer look at energy theft, a serious concern for the…

Blog

January 2nd 2018

A Guide to Better Billing

In our latest blog we examine customer frustrations when it comes to billing whilst looking at what service providers can…

Blog

October 26th 2017

PR19 - will replacing SIM improve customer service in water?

With Ofwat determined that water companies raise their customer service game, it is proposed that SIM be replaced by WaterworCX…

Blog

October 16th 2017

The Future of Customer Service

During National Customer Service Week, we asked Echo employees to share their views on the Future of Customer Service. Here,…

Blog

September 28th 2017

The role of ethics in customer retention

Retaining customers in a world of choice is challenging and complex. Customers have increasing expectations and competing on price alone…

Blog

September 13th 2017

Retaining Customers in a World of Choice

A short animation outlining the headline findings from our recent consumer research report including consumer attitudes towards switching, in which…

Blog

August 29th 2017

A day in the life of a Utility Field Collections Officer

Here, Lloyd Birkhead, group managing director at Grosvenor Services, a part of Echo Managed Services speaks candidly about the role…

Blog

July 17th 2017

The smart meter debate

In our latest consumer research report "retaining customers in a world of choice", UK households shared a wide range of…

Blog

June 14th 2017

Customer Service: the value of the human touch

In our latest blog, Chris Cullen - head of sales and marketing - drops in to look at how technology…

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