News & blog

Read about the latest news from Capita Customer Management and Capita Group and search for interesting and thought-provoking reads with our blogs.

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Capita extends partnership with M&S

We are delighted to announce that Marks & Spencer have chosen to extend their longstanding digital customer contact partnership with Capita by a further five years.

2017 unwrapped

In this month’s newsletter we look back at some of the ideas and insights we’ve published in 2017, and hear from some of our contact centre agents about how they get in the festive mood during this Peak time of year. Our Managing Director Matthew Vallance reflects on the previous year as well as what’s to come in 2018.

The contact centre that speaks 20 languages

Multilingual contact centres have a unique set of advantages and challenges. Kamila Wozniakowska is General Manager of Capita’s Łódź office in Poland, the home of all Capita Customer Solutions’ multilingual contracts. Here, she explains how it all works.

Say these 5 things if you want more satisfied customers

Andy Moorhouse is Head of Insight at Blue Sky Performance Improvement, a subsidiary of the Capita Group that is skilled in people transformation and training. We asked him, what are the good behaviours agents demonstrate over the phone that deliver the highest CSAT scores?

The art of the voice

How does a contact centre agent develop a voice that wins over customers, gains their trust, and leads to an engaged and satisfying conversation? In our November edition of Intelligence, we asked Samantha Campbell, who helps train agents for Capita’s Life and Pensions division, what she identifies as the key characteristics.

Success for Capita Customer Management at the 2017 GSA Awards

At the GSA awards on Thursday 19th October Capita Customer Management triumphed in two categories: our John Lewis partnership won the Customer Experience Provider of the Year award, and our partnership with O2 won in the category Innovation in Outsourcing. 

 

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News & blog

Capita extends partnership with M&S

by Capita Customer Management 18/01/2018

3 minute read

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2017 unwrapped

by Capita Customer Management 13/12/2017

3 minute read

Read the article

The contact centre that speaks 20 languages

by Kamila Wozniakowska 06/12/2017

5 minute read

Read the article

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