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Maintain a top-performing team and deliver top-notch customer experiences that drive NPS with call intelligence
When the Consumer Duty came into force in 2023, many of the requirements fell in line with key contact centre objectives. We’re talking things like creating seamless customer experiences and delivering positive outcomes. The only difference is that these are no longer considered “nice to have” – they’re regulatory requirements. But without the right tools in your contact centre tech stack, and you’re dealing with high call volumes, it’s hard to keep up pace.
In this report, we hear insights from industry experts to help contact centre leaders future proof in the new Consumer Duty landscape, as well as outlining how to use call intelligence to deepen your understanding of customers and get granular insights into how to drive positive performance improvements.
So, if you’re a contact centre leader looking to keep yourself and your firm out of hot water, get your report now to:
- Understand the end-to-end customer journey and easily identify areas of improvement
- Get granular insights into agent performance to tailor training and drive positive customer outcomes
- Automatically monitor every call your agents handle to refine scripts and nail compliance-friendly growth
Key takeaways
Contact centre leaders need to lead the way within their teams to ensure agents remain compliant at all times
Effective monitoring and evidencing form some of the key pillars of the Duty, so contact centre leaders need the right tools and tech in place
Consumer Duty isn’t a “once and done” exercise and contact centre leaders need to keep a constant eye on standards and process