Identifying and treating vulnerable customers fairly in financial services contact centres
Download this guide to vulnerable customers in the contact centre from Voyc
customer
UK contact centres play key role in driving brand
Research from the CCMA, supported by Odigo, shows contact centres are imperative in building strong brand loyalty
Supporting Colleagues during Ramadan
Government guidance for people who work in or operate offices and contact centres.
Get out of Wrap: Jackie Pringle – Director of Awards for the CCMA
Martin Teasdale interviews our very own Director of Awards, Jackie Pringle.
CX Director Report from Douglas Jackson
Customer behaviour has changed, dramatically, and will continue to change. Are you ready?
Get out of Wrap: Stephen Yap – Research Director for the CCMA
Martin Teasdale interviews our very own Research Director Stephen Yap
How work-from-home can cut contact centre scheduling costs
Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?
Martin Hill Wilson predicts the future in 90 seconds
Martin Hill Wilson explores what technology we should begin to explore
Watch – Driving Value from Customer Satisfaction in the Contact Centre
We hear from Capita and ServiceNow
How customer service responded to COVID-19
White paper from Sabio on the impact of the pandemic.