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March 28th 2017

Tackling billing issues in a changing market

Echo's MD Nigel Baker discusses what water companies can do to improve current billing practices and customer satisfaction...


January 23rd 2017

Care Homes: the customer contact challenge

First impressions matter, and many care homes are struggling to get it right when it comes to handling new enquiries. So what's going wrong, and how can it be corrected?


December 30th 2016

Our Top Reads 2016 : As Voted By You

As we approach the end of 2016, we've taken a look back at all the news, views and research we shared with you during the year. And, in case you missed them, here are our top 5 reads - the most popular articles from 2016...


December 9th 2016

5 ways for water companies to perfect better bills

Evolving and uncertain times in the water sector mean companies may soon face an uphill battle to maintain customer loyalty, retention and trust. Here, we look at whether perfecting better bills is key to success in the new competitive landscape...


November 15th 2016

Five ways to create a customer service strategy that adds value

Delivering great customer service can help your business stand out from the crowd. Here, Echo's Chris Cullen explores five aspects of creating the right customer service strategy - one that truly adds value...


October 27th 2016

National Customer Service Week : We Loved It!

We recently caught up with Echo Bristol's Contact Centre Manager - Victoria Procter, and took the opportunity to ask her a few questions about the recent National Customer Service Week. Here, she shares her thoughts with us....


September 26th 2016

eLearning - An L&D must for a busy contact centre

Echo's Simon Thatcher puts e-learning under the microscope, and examines what benefits it can bring to a busy contact centre environment...


September 15th 2016

Debt Collection: Through the eyes of 1,500 UK households

A short animation outlining the current picture of UK debt collection processes and the impact they have on customers, both good and bad...


August 24th 2016

Water market reform: collecting debt whilst retaining customers

Vicki Dixon, Head of Operations for one of our key water client end-to-end contact management campaigns, looks ahead to Open Water and the changing debt collection challenges water companies will face...


July 28th 2016

Water market reform: exceeding customer expectations

Chris Cullen, head of sales and marketing, drops in to discuss the non-household and possible household water market reforms and identifies steps water companies can take to stay ahead of the competition...

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