EQ Views
Building Strong Colleague And Customer Relationships
Monday, 5 August 2024Here, EQ looks at the challenges such staff are currently facing, and how to build stronger communication and engagement between consumers, front-line staff, and the wider business.
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Preparing For New Regulation Of Buy Now Pay Later
Thursday, 1 August 2024As the use of Buy-Now-Pay-Later (BNPL) options increases, the way these companies engage with consumers is becoming a key talking point for both customer champions and regulators.
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How To Spot And Help Vulnerable Customers
Monday, 1 July 2024How signs of vulnerability may typically present themselves and the ways organisations can address them, in their day-to-day dealings with customers.
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FCA Complaints Data Highlights Progress And Challenges For Financial Services Firms Under The Consumer Duty
Tuesday, 18 June 2024Read our complaints data experts deep dive analysis of the FCA's complaints data, highlighting the key areas for financial services firms to work on to improve performance in line with Consumer Duty.
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Transforming Complaint Handling For Financial Services Organisations
Thursday, 13 June 2024As an example of the extraordinary trust and confidence our clients place in us, EQ Customer Resolutions has deployed Europe’s largest complaint handling system for one of the UK's major retail banks, reaching 70,000 users.
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Automating Complaints Handling for Financial Services Firms
Friday, 17 May 2024In our best practice guide we highlight how automation, as part of the complaints management process, can support frontline customer service teams to continue delivering exceptional customer outcomes.
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