From introducing automation to applying analytics to predict customer behaviour, we’re transforming telecoms, media and tech businesses from the inside out.

Using innovative data and insight software, we can spot the signs of customers falling into debt, provide earlier intervention support and try and prevent it from happening at all.

Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.

We tailor every collections response to the individual, through empathetic agents and technology that personalises customer journeys.

We help telecoms clients to create frictionless, personalised customer experiences, upskilling teams and transforming operations for a new digital society.

We look at how you can set your business apart from competitors as you navigate the future of customer experience management services in 2024.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

Gillian Chamberlain reports back from a panel session at the CCW Europe Summit where she discussed the importance of meeting business goals when outsourcing.

Serving people who know what they want means that media companies can more easily identify how to give them exactly that.

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.