Customer & User Experience Expo 2021 Programme

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Meeting the needs of vulnerable customers: a primer for contact centres

16 Nov 2021
CUX Keynote Theatre

Vulnerable customers are at a greater risk of harm due to financial, health or capability constraints. It is vital that every contact centre knows how to identify vulnerable customers and tailor their services in order to minimise the risk of harm.

In this session CCMA Research Director Stephen Yap will unveil brand-new research supported by Odigo that uncovers just how widespread vulnerability is among the customer population today, sharing insights that will help contact centres better serve vulnerable customers.

Stephen Yap, Research Director - Call Centre Management Association