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Preparing for 2027: What the latest contact centre research tells us

Your 2025 Consumer Duty Report: Meeting FCA Expectations

theHRDIRECTOR: The Employee Value Proposition (EVP) Reset

FCA Expectations for Customers in Vulnerable Circumstances: A Timeline Review for Firms

FCA Vulnerable Customer Guidance: Employee Competence is Essential

Financial firms cite employee errors and training gaps as major driver of complaints and poor customer outcomes

Vulnerable Customer Staff Training: Industry Survey Shows Gaps in Effectiveness and Measurement

Customer Vulnerability: Actions and priorities from the FCA’s latest review

Discover how Phillips & Cohen Associates reduced agent errors and saved $1.5 million in annual savings

Beyond the Tick Box: Rethinking Workplace Training for In-Role Competence

The FCA zooms in on cultural change – but how can you measure it?