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Claim unmined value from smart complaints management

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Complaints Management

Claim unmined value from smart complaints management

Improved customer retention is one benefit of better complaints handling. Why it is more important to focus on the value of complaints than reducing their costs.

8 June 2021
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Complaints Management

Every day is Ombuds Day

What is an Ombudsman? And how does Workpro case management software help Ombudsman offices worldwide to make a difference – every day!

8 October 2020
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Complaints Management

Managing rising complaints well

Complaints are expected to rise as the Covid-19 crisis continues. Are you equipped to cope? We share some effective strategies from Workpro customers.

9 July 2020
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Complaints Management

Whistleblower case management. Encouraging a Speak Up culture.

Whistleblower or Freedom to Speak up (FTSU) cases require careful handling. We share experience in implementing these challenging case types.

19 June 2020
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Complaints Management

How much are complaints costing your business?

Complaints handling comes at a cost. But poor complaints handling costs more. What are these costs and how can you reduce them?

4 June 2020
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Complaints Management

Dealing with repeat complainants effectively

Repeat complaints and complaint clusters can be the most difficult to handle. The complaint handling experts at Workpro have put together some tips to help.  

5 April 2020
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Complaints Management

A revised model for public sector complaints handling

The SPSO’s Complaints Standards Authority has updated its innovative Model Complaint Handling Procedures (MCHPs) in the light of recent research, good practice and user feedback.

10 February 2020
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Complaints Management

Making Financial Complaints Reporting Less Painful

Reporting complaints data to the FCA every 6 months - for all to see - is potentially painful.  How good complaints management software helps financial firms comply with FCA complaint handling rules and complaint trends.

21 October 2019
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Complaints Management

Forget spreadsheets. Here is a better system for complaint handling

Many companies start out using spreadsheets to record complaints. But spreadsheet-based systems cannot cope with the complexities of modern complaints management.

3 September 2019
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Complaints Management

Can we use our CRM to manage complaints?

It depends on the kind of complaints you typically get – how complex they tend to be. It also depends on the consequences of process non-compliance – how much risk (cost and reputation) would poor complaint handling expose you to?  

20 March 2019
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Complaints Management

Do not fear customer complaints

Organisations that embrace complaints have the opportunity to improve their systems and processes and restore goodwill with their customers - they provide the essential feedback we need.

20 July 2017
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Complaints Management

Assessing NHS Complaint Handling. It's All In The Name...WellHandled

Well handled complaints really are crucial in the NHS. This has become even clearer to us at Workpro after we had a fascinating meeting with a specialist feedback and complaints consultancy service that has a particularly appropriate name: WellHandled.

1 September 2015