Customer vulnerability is nothing new, but it has, unfortunately, been brought to the fore again thanks to the dramatic rise in cost of living. Inevitably, distressingly, it is often those most vulnerable who are most heavily affected by economic downturns.
So, what do contact centre teams need to do to ensure staff and customers receive the support they need? This document attempts to explore the practical, technological, and human steps needed to make a real, positive difference to those customers.
Compliance: what you need to be doing to ensure you meet key regulatory requirements, across industries The human factor: beyond the box-tick, how technology, and people can really improve the lives of the most vulnerable. The challenges to success: what’s preventing companies from doing their best. The staff impact: How your own team need support and guidance to deliver for customers in need