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Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

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Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

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Emergency services across the UK can now exchange details of incidents with one another quickly and accurately – and Capita has been there right from the start.

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When Enfield Council were looking to improve the effectiveness of their emergency out of hours service, they turned to the Ealing Council and Capita out of hours partnership service.

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Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

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While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

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