Running a contact centre means that you are already well aware of the potential for fraud. You see the account takeover attempts, the policy‑holder impersonation, the questions that are ‘just a bit too interested’ in process and data, and so much more. What’s changing...
In the world of UK car and home insurance, and with property claims payouts hitting £6.1 billion in 2025, every minute and every pound spent really does matter. Reactive processes, be they chasing details, scheduling visits, or making repeated calls, add time and cost...
As the Financial Conduct Authority (FCA) continues to embed its Consumer Duty and Vulnerability Guidance (FG21/1), one theme stands out: customer vulnerability is no longer just a compliance box to tick — it’s a defining factor of commercial success. Why Vulnerability...
In recent years, you may have noticed the term ‘Customer Experience’ appearing more frequently as you research business communication technology. This is because, rather than merely making and receiving calls, the providers of advanced phone systems have increasingly...
When looking for strategic partners to help develop NSL and deliver better solutions to our customers, we look at many factors… The technology, how easy it is to use, the features and benefits they provide, how they integrate with popular business systems etc. But we...
In the past few years, you may have noticed customer service calls taking longer to get through, delays in responses and an overall lack of focus on ‘ the customer experience’. Some may ‘apologise for the delay’ or bend over backwards to re-instil confidence in the...
