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Blog
September 26th 2024Neurodiversity inclusion in the workplace
Rachael Merrell, Customer Service Director explains how water companies can better support and communicate with customers who are neurodivergent.
Posted in Customer Contact & Engagement by Rachael Merrell
Blog
August 8th 2024Navigating risk and assumptions in digital transformation
Transformation leaders, it’s all too easy to see a growing risk register and feel overwhelmed.
Posted in Customer Contact & Engagement by Matt Bowd
Blog
August 1st 2024How 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
Posted in Customer Contact & Engagement
Blog
July 2nd 2024Enhancing 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…
Posted in Customer Contact & Engagement
Blog
May 16th 2024Five 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…
Posted in Customer Contact & Engagement
Blog
March 14th 2024Payment 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,…
Posted in Debt Recovery & Revenue Management
Blog
January 16th 2024Overhauling 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…
Posted in Customer Contact & Engagement
Blog
January 10th 2024Mentoring 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…
Posted in Cross Service by Hannah Cook
Blog
November 3rd 2023Linking 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…
Posted in Customer Contact & Engagement by Hannah Cook
Blog
July 4th 2023Efficient 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.
Posted in Customer Contact & Engagement