We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

The pandemic isn’t only affecting us as individuals – it’s affecting us as societies and economies too.

To support improved customer experience, changes in society and increased remote working, organisations are layering more systems into their IT networks than ever before.

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.

Our latest podcast takes its name from the new book, “From Incremental to Exponential: How Large Companies Can See the Future and Rethink Innovation”.

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.

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

For many people, the moment of truth with an organisation is when things go wrong - for example, when they fall behind on loan repayments.

When the anti-avoidance tax legislative reform – IR35 - rolls out to the private sector in April, employers of many contractors could be in a very difficult position.

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.