Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
When AI Handles the Straightforward, Your People Deliver the Difference
AI is transforming customer service at pace. Organisations are seeing real benefits as technology supports faster resolution of straightforward queries, improves efficiency and creates greater accessibility for customers. This shift creates a powerful opportunity. As AI supports structured, repeatable interactions, your people focus on the conversations that shape customer experience, trust and long-term relationships. These are the moments where the difference is […]
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Mastering Three Vital Customer Service Skills in Frontline Financial Services
Working across the financial sector globally has consistently demonstrated the importance of three key customer service skills for frontline teams. Creating positive customer experiences, building trust and retaining customers requires a strong balance of people skills alongside technical knowledge. Whether handling a routine query, resolving a concern or delivering unwelcome news, a customer service representative’s approach can make the difference in the relationship […]
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Collaborative Listening – the key to effective communication
As professionals, we understand that good listening skills enable us to form meaningful relationships and connections that are founded on trust and collaboration and result in positive, highly productive outcomes. Sometimes, amidst constant communication and our efforts to keep the plates spinning, the need to put conscious effort into our listening skills slips under the […]
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Raising Standards in Social Housing: How Behavioural Frameworks and Training Can Equip Team Members to Meet the New Competence and Conduct Standard
The professionalisation of social housing is entering a new phase. With the outcome-based Competence and Conduct Standard coming into force this year, every registered provider in the UK is being asked to demonstrate that their team members have the knowledge, skills and behaviours to deliver safe, professional, respectful and customer-focused services. This is an opportunity to strengthen a customer-centric culture, build tenant trust and support people to thrive in […]
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How Can UK Social Housing Providers Improve Tenant Satisfaction in Complaint Handling?
Social housing providers can lift Tenant Satisfaction Measures (TSMs) on complaint handling by giving frontline teams and managers the confidence and communication skills to find constructive solutions, express appropriate empathy, keep tenants updated and, when needed, deliver difficult messages in a way that still feels fair, transparent and well-handled. Why Are Complaint Handling Scores Lower Than […]
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Maintaining Engagement in High-Demand Service Roles: The Empathy Paradox
The best service professionals care deeply and that’s exactly what can put them at risk. People enter service roles because they want to make a difference. They listen, reassure, problem-solve and calm emotion every day and over time, that same ability to care, the thing that makes them exceptional, may start to cost them. The very empathy that powers excellent service can, if […]
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