The Financial Conduct Authority’s (FCA) Consumer Duty regulation has set a benchmark for financial firms, emphasizing the need to deliver good consumer outcomes. While the initial deadlines for compliance have now passed, the FCA has made it clear that Consumer Duty is not a ‘once and done’ exercise. Firms must continue to demonstrate improvements, ensuring…

Discover how your call center can implement consumer duty best practice to stay compliant and competitive. The introduction of Consumer Duty by the Financial Conduct Authority (FCA) in 2023 placed a renewed emphasis on prioritizing good consumer outcomes, fairness, and protections for customers.  While it’s essential to meet regulatory requirements to avoid heavy financial penalties…

Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?   Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate….

Finance guide for customer experience  The importance of customer experience in today’s economy is difficult to overstate. The cost of living has shifted customers’ priorities, industry regulations are getting tighter, and everyone is competing for consumers’ attention – and loyalty.  This guide condenses the challenges and opportunities down to the need-to-know level, before providing a…

In the fast-paced world of customer service, delivering satisfaction is key. Contact centers, the frontline of customer interaction, have long relied on post-call surveys to gauge a range of metrics like customer satisfaction, customer effort and Net Promoter Scores (NPS), in a bid to try and unearth what their customers really think. It could be…

May 1st saw our CCO James Marscheider team up with Director of Product Marketing and GTM Nadine Edmondson to explain why customers need not overinvest in digital channels. There were tons of great insights, but we’ve whittled down the masterclass into seven great takeaways that might have you reconsidering your channel mix.  We’ve got plenty…

Truth: No, you don’t. This is a common misconception we see contact center leaders get tied up in time and again. The rise of digital channels certainly can be a good thing, but there are other areas you need to focus your budget, training and resource on too. In fact, we’re even running a masterclass…

Today’s contact centers are rich with data – actually, sometimes a little too much of it. Are your best insights lost in spreadsheets? Or are you drowning in data created by your platform? CCMA’s latest research ‘Using contact centre insights to elevate CX and EX’, supported by evaluagent, is here to help you get on…

You’ll be in good company

Forget scripts. Contact centers can transform bad experiences into exceptional ones by granting agents the autonomy to redefine what’s possible in customer service. That’s because your agents are your brand ambassadors. They’re in the best possible place to build personal connections with customers and shape how people perceive your company. But in order for them…