Engaging with customers to ensure early resolution in an emotive, health related claims environment

Delivering brand through an outsourced partner

Introducing added value into a traditionally service based environment

National Contact Centre Blueprint - what good should look like

Addressing Citizen Focus and Public Confidence

Building a contact centre - from a customer first perspective

Creating a customer focused motivational climate

Reviewing customer contact

Making it a great place to work, Making it easy for our customers and Excelling at everything we do

Increasing sales conversion for business insurance

Developing a culture of doing what's right for the business, the customer and each other - in a collections environment

Delivering a customer led culture

Aligning the Natwest and RBS people and customer experience