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.
Leadership in Energy and Utilities: Deliver true competitive advantage through your people
Our Energy Networks lead, Mark Hewett, draws on his experience to share valuable leadership insights and outlines BFY’s approach to unlocking competitive advantage through people, aligning organisational culture, and driving operational performance.
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.
Energy debt reaches £4.15bn, an increase of £0.84bn in 12 months
Domestic energy debt has reached a new high of £4.15bn in Q1 2025, an increase of £0.84bn compared to Q1 last year. This marks the tenth consecutive quarter of rising domestic debt, growing by ~£300m in the last quarter alone.
Rethinking Fuel Poverty: Targeted Support, Tangible Impact
In March, we published a report with So Energy to better understand the true scale of fuel poverty in Great Britain, and what it’d take to meaningfully reduce it. In this article, we revisit the core insights from that report, look at what’s changed since, and explore what energy suppliers can do now to improve how they identify, engage and support customers who are struggling.
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.
£3.85bn of reasons to address fuel poverty - and how
Fuel poverty is a bigger problem than ever before. Over 20% of households are affected, according to our research with So Energy. Historically high energy prices, inflation, distrust and wider financial challenges are confounding the issue. At a recent roundtable, we sat down with energy suppliers, consultants and debt charities to discuss the issue and potential solutions.
Spending Review: What £40bn green investment means for the energy sector
Chancellor Rachel Reeves has set out the government’s spending plans through to the next election. Despite early doubts, energy emerged as one of the biggest winners. See what it means for the sector here.
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.
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