As summer ends, attention turns to making the final months of the year count. Here are five practical ways to stay focused, productive and ready for what comes next.
Money worries can have a real impact at work. Here are three practical ways employers can encourage more open conversations about financial wellbeing and better support their people.
Unnecessary call transfers increase customer effort, repeat contact and cost. Explore the common causes and how better processes, training, QA and technology can help reduce them.
Ofgem’s new consumer standards raise the bar for customer service in the energy sector, with implications for vulnerability support, complaints and operational delivery.
A warm welcome to the newest member of the CCP Team, Harry Kitchen!
AI and automation can transform customer service, but they cannot replace every human interaction. The challenge is knowing where automation adds value – and where customers still need reassurance, judgement and empathy.
Whilst platforms like Teams have made interaction of remote working teams more effective, have they also had an adverse impact on the ability of people to get things done?
Insurers are facing growing skills gaps as data, AI and digital capabilities become more important. This final article in the series looks at how internal development, recruitment and outsourcing can help build the expertise needed.
Is it still more “what you do” than “the way that you do it” when recruiting and retaining frontline advisors?
In Part 2 of this 3 part series, our friends at Insight and Design Group (IDG) look at how insurers are employing predictive analytics and AI for claims forecasting, fraud detection, and risk assessment, allowing them to make data-driven decisions and streamline operations.
Why Albania remains one of the hottest outsourcing destinations across the whole of Europe (no heatwave required)
Summary of our latest payments webinar, focusing on creating a competitive advantage through compelling customer payment capabilities!