Knowledge Centre
Choose what's showing in the Knowledge Centre
Blog
April 30th 2018
PR19: addressing water customer vulnerability
In our latest 'dive in' blog Echo's Managing Director, Monica Mackintosh, explores how the water sector is supporting customer vulnerabilities...
Posted in Customer Contact & Engagement by Monica Mackintosh
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…
Posted in Customer Contact & Engagement by Caroline Boden
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…
Posted in Debt Recovery & Revenue Management by Lloyd Birkhead
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…
Posted in Billing & Customer Information Software by Caroline Boden
Blog
October 26th 2017PR19 - 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…
Posted in Customer Contact & Engagement by Monica Mackintosh
Blog
October 16th 2017The Future of Customer Service
During National Customer Service Week, we asked Echo employees to share their views on the Future of Customer Service. Here,…
Posted in Customer Contact & Engagement
Blog
September 28th 2017The 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…
Posted in Customer Contact & Engagement by Caroline Boden
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…
Posted in Cross Service
Blog
August 29th 2017A 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…
Posted in Debt Recovery & Revenue Management by Lloyd Birkhead
Blog
July 17th 2017The smart meter debate
In our latest consumer research report "retaining customers in a world of choice", UK households shared a wide range of…
Posted in Cross Service by Caroline Boden