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The Journal: Water

Insight and commentary based on 28 years experience in the gritty reality of doing.

What is avoidable contact and how do you implement it correctly?

24 Jan 2018

Posted In Engage & Improve, Financial services, Utilities, Customer Service, Water, Contact Centres

In a previous blog, we looked at the subject of ‘first contact resolution’ in contact centres. In this blog, we are looking at whether ‘contact’ is always the best option for a transaction, and..
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The high threat of consumer switching in the UK water retail market

18 Sep 2017

Posted In Utilities, Customer Service, Water

In an ever more competitive market, customer service will be the primary driver for consumers potentially switching suppliers, according to an article published in Utility Week this month.
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