Consumer Duty -
one year on

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