Blog
Using accountability and incentives to manage agents effectively
In part three of our Driving Agent Outcomes series, we look at what it takes to build a culture of ownership – from setting clearer expectations to using performance insight in a way that builds confidence. We share practical ways to embed higher standards and stronger accountability at scale.
Using data driven insight to enhance customer interactions
A lot of contact centres have the data, but not the leadership capability to turn it into action. In part two of our Driving Agent Outcomes series, we explore how simple, repeatable routines can help leaders use insight to drive behavioural change.
Cost of energy complaints could increase by £200m under new proposals
New government proposals to reform the energy complaints process could make it fairer and faster for customers. But without action, suppliers could also see costs rise by ~£200m. In this article, we explore how these changes could impact your bottom line, and share practical steps to stay ahead.
Transforming debt collection performance with frontline excellence
With customer debt at an all-time high and pressure on contact centres rising, upskilling agents for complex conversations is crucial to drive better outcomes, for your business and customers. In the first article of our four-part series, we share proven insights from our people transformation offering, helping one supplier to unlock £1m in cash within three months.
Ofgem Tightens Expectations on Customer Contact Ease – What Next?
From 1st August, Ofgem’s updated guidance will hold suppliers accountable for how easily customers can contact them. This blog outlines what's needed to stay compliant and improve accessibility.
Don't Wait for Tech to Transform - Start with Your Leaders
The utilities landscape is increasingly volatile. Regulatory shifts, customer churn rates hitting record highs, and the relentless march of digitalisation are reshaping how we compete. Add AI disruption to the mix, and it's clear that yesterday's leadership development toolkits simply won't suffice.
The moments your customers never forget – And why Utilities must design them
With Utilities still trailing other sectors on satisfaction, pressure to raise service standards is growing. Customer experience is a key differentiator - but real loyalty isn’t built through process alone, it’s shaped by the moments customers remember. In this article, we share a four-phase approach to embedding customer-centric culture, plus a practical method to help you design and deliver impactful CX moments across the customer journey.
The Leadership Advantage: How psychometrics drive differentiation for utility providers
Utility providers have real opportunities to differentiate through stronger, human-led service - with operational leadership a key lever. As we explore in this article, psychometric tools can be used to enhance day-to-day leadership, frontline performance, and customer outcomes.
Using customer insights to drive loyalty, efficiency, and growth in Utilities
With many suppliers running similar systems, CX is becoming a key battleground in Utilities. This article explores how turning feedback into action can improve service, reduce costs, and build loyalty.
Why aren't complaints falling faster - even with record-high satisfaction?
Ofgem’s latest data shows a drop in complaints - but the improvement is largely down to one supplier. Across the industry, managing complaints remains a challenge, even as customer satisfaction reached an all-time high earlier this year. With annual complaints costs averaging £5m-£9m, what can suppliers do next?
Video: What can you achieve with Leadership Excellence?
Immersive coaching has delivered transformational benefits at scale for our clients. In the video below, our team share their reflections on the impact of our Leadership Excellence programme, including the ‘secret sauce’ that has empowered operational leaders to unlock their true potential.
UKCSI shows Utilities must bridge customer satisfaction gap
The latest UK Customer Satisfaction Index (UKCSI) reveals a stark picture for Utilities, against a backdrop of political and regulatory pressure. While 31% of customers across all sectors are willing to pay more to receive excellent service, Utilities continues to rank lowest in customer satisfaction. With service failures now costing UK businesses £7.3bn monthly, and Utilities lagging behind in how its customers perceive it, the need for change remains difficult to ignore.
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