Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

Ian Elam, Business Development Director at Capita Customer Management, explains how data allows you to engage with your customers in a very personal way and reduce debt write-offs.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.

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.

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

At the heart of the travel and hospitality industry is great customer experience.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

Our approach to debt collection is built on empathy, steering customers to the right payment outcomes whilst helping maintain your reputation for great customer service.