For many organisations Consumer Duty legislation is transforming the way we think about quality and customer service. Rather than thinking transactionally and breaking customer service into a series of tick boxes it focusses on customer outcomes.

Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work. 

Design your playbooks from operating model design, customer journey, colleague succession to on-the-day operational effectiveness. Whatever your role, take confidence in understanding the impact and interconnectivity of every decision.

Corresponding 2024 Summer Release free webinar offers in-depth Insights and Interaction Summary product demonstrations