The cost-of-living crisis: a “perfect storm” demanding exceptional customer care
As inflation and interest rates rise steeply, interactions with vulnerable customers will pose new challenges. It’s vital to be prepared.
Over the coming months,...
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Team Voyc
Changes confirmed to the appointed representatives regime
Back in April 2022, we published an article on the Voyc blog that discussed proposals by the FCA to introduce important changes for the regulation of the Appointed...
The FCA’s new Consumer Duty. An update on the Final Guidance and what it means for UK financial services firms
Back in October 2021, Voyc published a blog article entitled “10 things you need to know to prepare for the new FCA Consumer Duty”.
The purpose of that article was...
FCA Spotlight: What changes can you expect to be made to the appointed representative regime?
What is the COFI Bill? Summary for financial services contact centres
The South African National Treasury released the second draft Conduct of Financial Institutions (COFI) Bill for public comment in September 2020.
The Bill sets...
10 things you need to know to prepare for the new FCA Consumer Duty
The new Consumer Duty is a new initiative from the FCA. Its purpose is to set higher expectations for the standards of care that UK financial services firms provide...
From the Voyc of your customers to you
The launch of Voyc’s brand in July 2020 coincides with their expansion from tech-startup to fully-fledged international business.
“If brands can be brought...
The Importance of Voice AI Tech in Customer Service
Our interaction with technology is changing, and nowhere else is this more prevalent than in the realm of Artificial Intelligence. From employing virtual assistants...
Automating Quality Assurance in Contact Centres
Does your call centre effectively manage the quality assurance process with minimal losses and maximum insight?
The advent of social media, chatbots and...
Gaining Customer Insights in the Contact Centre
Leveraging qualitative research technology to transform the customer experience
The customer journey is marked by touch points that dictate the overall...