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Blog

September 26th 2024

Neurodiversity inclusion in the workplace

Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.

Blog

August 8th 2024

Navigating risk and assumptions in digital transformation

Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.

Blog

August 1st 2024

How the senior leaders of the water sector can learn from customer-facing staff

Discover how multi-level feedback systems can revolutionise customer service in the water sector

Blog

July 2nd 2024

Enhancing our employee development programme to foster long-term growth

We are pleased to have bolstered our employee development offering with a range of new learning and development programmes, including…

Blog

May 16th 2024

Five ways to manage frustrated customers in the utility sector

Dealing with frustrated customers is a common challenge for customer service teams. Whether it’s higher-than-expected bills, service disruptions, or a…

Blog

March 14th 2024

Payment plans top the list of debt management options for UK water customers

In the face of the ongoing cost of living crisis, research from Aptumo, our next-generation water billing and CRM software,…

Blog

January 16th 2024

Overhauling onboarding and training processes for customer service recruits

The ICS’ latest UK Customer Satisfaction Index report highlights the impact that thorough training and a comprehensive onboarding process can…

Blog

January 10th 2024

Mentoring to support talent and succession planning

This month is National Mentoring Month and our group head of marketing and communication caught up with Echo's lead HR…

Blog

November 3rd 2023

Linking employee recognition programmes to customer satisfaction

The link between a strategic employee recognition programme and customer satisfaction should not be underestimated. Echo's Lead HR Business Partner…

Blog

July 4th 2023

Efficient customer service is critical as rising household bills cause anxiety for customers

One in three (31%) people have experienced anxiety over their inability to pay household bills, according to new research.

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