The Compliance Challenge in Contact Centres

If you work in a regulated industry, you’ll know that customer communication is under constant scrutiny. Whether it’s financial services bound by FCA rules, healthcare organisations guided by NHS standards, or utilities regulated by Ofgem, every message you deliver needs to be accurate, consistent, and easy to understand.

That includes your IVR (Interactive Voice Response) system. When callers are greeted with unclear, outdated, or poorly recorded voice prompts, it doesn’t just frustrate them — it could put your organisation at risk of breaching regulations.

Why "Good" Customer Service Just Isn’t Good Enough Anymore.

In a world where 80% of the UK’s GDP comes from the service sector, customer experience is no longer a “nice to have” it’s the backbone of sustainable growth.

After attending the latest UK Customer Satisfaction Index (UKCSI) webinar this morning, one thing became clear: the businesses that prioritise customer satisfaction are not just doing better they’re outperforming their competition across every measurable metric.

If your business is still treating customer service as an afterthought or a cost centre, it’s time for a serious rethink.

The last few years have been a whirlwind of speculation around artificial intelligence and its role in our workplaces. Nowhere is this more evident than in the world of contact centres, particularly within financial services and local government.

Headlines and LinkedIn debates alike seem filled with warnings that AI is coming for human jobs. But for managers and customer experience leaders in these sectors, the reality is both more nuanced and more optimistic.

AI is not about replacing skilled human agents; it’s about empowering them.