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Showing 107 results for "Customer Service"
7 signs your customer service team is at capacity – by Jo Watts
7 signs your customer service team is at capacity Most customer service teams can cope with a busy spell. A product issue, a seasonal peak, a billing run or a sudden rise in demand might put pressure on the operation for a few days, or even a week or two. The harder thing to spot […]
Inbound vs outsourced vs offshored customer service – by Ben Jones
Inbound vs outsourced vs offshored customer service When it comes to managing customer service, businesses have more options than ever. You can keep everything in-house, partner with a specialist provider, or move operations overseas. Each approach comes with its own advantages and trade-offs, especially around cost control, flexibility and customer experience. From my perspective, the […]
Financial Services complaints management
Financial Services complaints management With UK inflation expected to be 7.25%, 7.5% in the EU, and 2.1% in Australia, living costs worldwide are rising dramatically for the financial services industry and its customers. As a result, money is tighter for many financial services customers, and they will likely become more protective of their funds. Due […]
Why fraud resolution matters more than detection speed – by Colin McMahon
Why fraud resolution matters more than detection speed Fraud resolution over detection speed Fraud can be stressful for customers and create pressure for the teams supporting them. In financial services, the focus often sits on how quickly suspicious activity is spotted, but a fast alert doesn’t guarantee a clean outcome. In reality, what happens after […]
The human factor in fraud support – by Colin McMahon
The human factor in fraud support When fraud happens, it’s people who feel the impact first. So it makes sense that the people dealing with it – not just the systems spotting it – play such an important role. In financial services, technology is brilliant at picking up red flags quickly, but it’s human support […]
The year of grown-up AI in customer service – by Gary Gilburd
The year of grown-up AI in customer service: Trends, tools and human skills shaping contact centres in 2026 Stepping into 2026 feels like a good moment to take stock of where the contact centre world is heading. If the past few years have been about building foundations, this next chapter feels like the one where things get really real when […]
How can chatbots improve customer service? – by Rich Furlong
How can chatbots improve customer service? Good customer service doesn’t clock off. People expect answers in minutes, not hours – and they don’t care if it’s midday or midnight. That shift has changed what great customer experience looks like. Recent research confirms that 67% of UK consumers expect 24/7 availability, with expectations highest among younger […]
Managing dynamic fraud threats
Managing dynamic fraud threats The real costs of fraud Front-line fraud teams are under pressure. In a sector struggling with dynamic threats and high staff turnover, maintaining an effective operational response is becoming ever-more difficult. The scale of the challenge is immense. Fraud now accounts for 41% of all crime¹ in England and Wales. In […]
Transforming complaints into customer loyalty
Transforming complaints into customer loyalty The hidden opportunity in every complaint Handled right, they’re an opportunity to strengthen a customer relationship, improve processes and earn long-term loyalty. As an outsourcing partner for customerexperience solutions, at Sigma Connected we know better than most that you can’t always please everyone. Just look at the figures: The Financial […]
