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News

May 17th 2018

Echo employees recognised at UK National Contact Centre Awards

Echo wins silver award in two categories of the prestigious 2018 CCMA UK National Contact Centre Awards...


Blog

April 30th 2018

PR19: addressing water customer vulnerability

In our latest 'dive in' blog Echo's MD, Nigel Baker, explores how the water sector is supporting customer vulnerabilities...


News

April 10th 2018

Introducing Echo's 2018 CCMA UK National Contact Centre Award Finalists

Eight Echo Managed Services employees have been named as finalists in the 2018 CCMA UK National Contact Centre Awards...


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


News

February 12th 2018

Echo wins seven-year customer service contract with Network Rail

Network Rail appoints Echo to manage its 24-hour helpline, helpdesk and out-of-hours media services...


News

November 27th 2017

Four Seasons Healthcare Appoints Echo

Echo appointed by the leading care home group to manage dedicated new customer helpline...


News

November 13th 2017

Echo launches webchat service for SET

Society for Education and Training appoints Echo to improve online customer service...


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 at PR19. Here, our Customer Services Director Monica Mackintosh assesses the challenges ahead...


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, Dinny Harkin, a customer service advisor from Echo Northern Ireland shares his thoughts...


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 is often no longer enough to entice many customers. Here, we examine if business ethics has a key role to play...


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