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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 multitude of on and offline channels. Here, our training team share some of their tips to create an effective multi-channel team...

Case Study

February 8th 2017

Echo and Caring Homes: effectively handling new enquiries

Caring Homes – a leading provider of care homes for elderly people in the UK – is working with outsourced customer contact...


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 15th 2016

Debt Collection: Through the eyes of 1,500 UK households

A short animation outlining the current picture of UK debt collection processes and the impact they have on customers, both good and bad...


December 18th 2015

Finding the right outsourcing partner: 5 top tips

In the third quarter of 2015, £2.3bn worth of outsourcing contracts were signed - an increase of 69% on 2014. Outsourcing to expects can bring big benefits, however finding the right partner is crucial. Here, we give our five top tips to consider in appointing a trustworthy and reliable outsourcing partner...


December 11th 2015

Customer Service Sector Rankings Announced

We recently quizzed 1,000 UK adults on their contact channel preferences with every day service providers, as well as unearthing some of their biggest customer service frustrations. We asked them which sectors they thought were getting it right and which were performing less well and the results are in ...


November 27th 2015

Black Friday: how did your customer service hold up?

So, as we approach the later stages of Black Friday 2015, it's worth pausing just for a moment to consider how well customer service levels have held up on a day that has potentially brought with it huge peaks in customer contact demand...

Case Study

November 27th 2015

Collecting debt for Scottish Power - the customer-centric approach

Discover how Grosvenor Services Group, a part of Echo Managed Services, successfully collects live debt for Scottish Power. Learn how...

Case Study

October 9th 2015

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...


August 21st 2015

10 Dos and Don'ts For Successful Web Chat Engagement

Web chat is clearly one of the fastest growing customer contact channels in UK contact centres today. With usage gathering pace, it's essential to apply the same levels of quality monitoring and control used for more established customer contact channels. With this in mind, here are our 10 dos and don'ts for successful web chat engagement............

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