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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 is changing the customer service landscape and why the value of the human touch should not be underestimated...


May 26th 2017

Open Water. The start of a multi-utility revolution?

Our head of sales and marketing, Chris Cullen, pops in to discuss whether the open water market is set to kick-start a multi-utility revolution....


April 10th 2017

Striking the right balance: debt collection and treating customers fairly

The financial services industry has been faced with increased scrutiny when it comes to debt collection practices. Where are companies in this sector going wrong, and what do they need to do to rectify the situation? Lloyd Birkhead drops by to tell us more.......


March 28th 2017

Tackling billing issues in a changing market

Echo's MD Nigel Baker discusses what water companies can do to improve current billing practices and customer satisfaction...


January 23rd 2017

Care Homes: the customer contact challenge

First impressions matter, and many care homes are struggling to get it right when it comes to handling new enquiries. So what's going wrong, and how can it be corrected?


December 30th 2016

Our Top Reads 2016 : As Voted By You

As we approach the end of 2016, we've taken a look back at all the news, views and research we shared with you during the year. And, in case you missed them, here are our top 5 reads - the most popular articles from 2016...


December 9th 2016

5 ways for water companies to perfect better bills

Evolving and uncertain times in the water sector mean companies may soon face an uphill battle to maintain customer loyalty, retention and trust. Here, we look at whether perfecting better bills is key to success in the new competitive landscape...


November 15th 2016

Five ways to create a customer service strategy that adds value

Delivering great customer service can help your business stand out from the crowd. Here, Echo's Chris Cullen explores five aspects of creating the right customer service strategy - one that truly adds value...


October 27th 2016

National Customer Service Week : We Loved It!

We recently caught up with Echo Bristol's Contact Centre Manager - Victoria Procter, and took the opportunity to ask her a few questions about the recent National Customer Service Week. Here, she shares her thoughts with us....


September 26th 2016

eLearning - An L&D must for a busy contact centre

Echo's Simon Thatcher puts e-learning under the microscope, and examines what benefits it can bring to a busy contact centre environment...

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