Customer & User Experience Expo 2021 Programme

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Supporting Agents handling contacts with vulnerable customers

16 Nov 2021
CUX Keynote Theatre

With more than 50% of the UK adult population considered to be in a vulnerable circumstance at any one time, the role of a contact centre agent is getting tougher.  It's essential that we support our staff with good initial training and ongoing coaching so that they are equipped to serve our customers well.

During this session we explore the scope and scale of the need and outline solutions for supporting staff.


  • Gain awareness of vulnerability
  • Understand vulnerability is permanent & transient
  • Steps to take to help and support
  • Deliver fair outcomes for all
Jacqui Workman, Owner & Managing Director - KMB Telemarketing Limited