Dimuthu Fernando, Author at Yabber

26 Oct

What percentage of your client calls do you monitor?

January 14, 2022
By Dimuthu Fernando

We were delighted to attend the Global ABS conference in London last month with our sister company Rockstead. It was great to hold face to face conversatio...

31 Aug

Yabber Global

Arrears – regulators direction of travel

January 14, 2022
By Dimuthu Fernando

We often chat with our clients about the regulatory direction of travel; in our last blog we looked at how risk managers were mitigating ...

27 Jul

Yabber Global

Loan defaults – mitigating the risk

January 14, 2022
By Dimuthu Fernando

Mortgage markets across the Globe have faced several headwinds over the last couple of years. In the UK it was not long ago that th...

17 Jun

Yabber Global

Customer outcome measurement post COVID

January 14, 2022
By Dimuthu Fernando

It is now over a year since the pandemic forced our eShots to focus on quality assurance (QA) processes in contact centre operations.&nbs...

06 Apr

Yabber Global

Get more from your call monitoring

January 14, 2022
By Dimuthu Fernando

Yabber analyses and assesses customer interactions, providing insights into key risk areas using a combination of AI and human expertise ...

10 Mar

Yabber Global

Compliant processes – multi-industry and multi-jurisdiction

January 14, 2022
By Dimuthu Fernando

Regulators in many business sectors and jurisdictions are driving better customer outcomes by demanding robust and verifiable onboarding ...

27 Jan

Yabber Global

Non-compliance – the cost of doing business?

January 17, 2022
By Dimuthu Fernando

Readers of our regular outputs will be aware that regulators are not shy in issuing substantial fines to businesses that fail to comply w...

16 Dec

Yabber Global

Data Collection v Consumer Confidence

January 17, 2022
By Dimuthu Fernando

At this time of year customer contact centre managers are trying to estimate volumes for the next 12 months to plan and build resources t...

20 Nov

Yabber Global

Regulatory fines – do they work?

January 17, 2022
By Dimuthu Fernando

While 2020 has not been ‘business as usual’ by most measures, the year is proving just that for the FCA, especially in terms of regulator...

29 Oct

Yabber Global

Planning for 2021

January 17, 2022
By Dimuthu Fernando

The last quarter of a year is the period when many firms start planning for the forthcoming year – and this year’s planning cycle is no different, despite ...