Telecoms organisations face a highly challenging business environment as digitisation continues to fuel the relentless disruption of established business models and practices, to enable increasing competition from new, more agile, entrants and forces constant regulatory changes as the market grapples with the societal shift to living and conducting business online.

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.

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.

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

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

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.

As summer draws to a close, many of the short-term measures put in place to help UK citizens and businesses to get through the Coronavirus pandemic are also ending.

Many vulnerable people live in social housing, and their landlords have a legal obligation to protect their safety and wellbeing at home.

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.

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.