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Categories:

Finance

27 Jun 2023

Consumer Duty: A guide for contact centre teams in financial services 

The first part of the Financial Conduct Authority’s (FCA) new Consumer Duty legislation came into force on 31 July 2023. All regulated financial sector firms – insurers, lenders, banks, DCAs and more – now have to abide by its rules.  What is the FCA’s Consumer Duty?  So what is the Consumer Duty and what are...

Maximising Customer Insights with Contact Centre Analytics

Every customer communication with your organisation produces data. Over the course of an hour, day, week, month or year, that can amount to thousands of pieces of potentially useful information. But it’s only useful if you can capture and analyse it. That’s the role of contact centre analytics. Understanding contact centre analytics What is contact...

Industry Insights

23 May 2023

Harnessing the Benefits of Cloud Contact Centre Software

Cloud-based software has become hugely popular in recent years, and for good reason. SaaS (Software as a Service) takes away a number of in-house IT headaches, leaving many technology-related challenges in the specialist hands of a third-party vendor. That frees up businesses to get on with their core activities. That’s true for companies in many...

Industry Insights

18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank...

Industry Insights

17 Nov 2022

Contact centre predictions for 2023 

Contact centre leaders will surely agree with the Collins Dictionary pick for 2022’s word of the year. After the Covid pandemic transitioned almost seamlessly into the cost of living crisis, the word “permacrisis” feels apt indeed.  For contact centres, that permacrisis has led to cost and staffing pressures over the last 12 months and a...

Finance

03 Oct 2022

MaxContact reveals the challenges faced by vulnerable customers seeking support from customer service teams

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental...

Industry Insights

15 Jul 2022

The rising costs of business: how SMEs can balance the books

As we all know, life is getting more expensive. So is business. A recent study by the Federation of Small Businesses found that half of SMEs think that rising costs will stall growth in 2022. Rising fuel and utility costs are the biggest challenge, according to the survey. They’re followed by tax rises, labour shortages,...

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