Latest Contact Centre News

How to Identify, Support, and Retain Vulnerable Customers

Tue
23
Feb2021

From 2:00pm until 3:00pm

At Virtual

Free Of Charge

CallMiner

 

 

 

With financial and health crisis looming worldwide, and almost 8 in 10 UK adults having carried debt into 2021, companies must be keenly aware and responsive to customers in vulnerable positions. People are not just suffering from financial issues but also medical and mental health problems, disability, challenging social circumstances and old age.

Join CallMiner’s Frank Sherlock and a panel of top executives from our financial services and energy & utilities customers, including Vanquis Bank and British Gas, as they overview these challenges and discuss and share best practice on:

 - What constitutes customer vulnerability

 - How to address the challenges of the digitally vulnerable

 - Ways technology such as speech analytics can support identifying at-risk customers

 - Means to provide contact centre employees guidance on vulnerability best practices