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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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. 

Analytics, analysed

In our October edition of Intelligence, Capita Analytics Director Neil Mackin shares six thoughts on where we stand in the battle to turn Big Data into big value.

Celebrating National Customer Service Week – Day Five

It’s the final day of National Customer Service Week, and the theme is simply ‘recognition’. In this post, we recognise the outstanding achievements of our colleagues, who provide top-notch service to our clients’ customers every day.

Celebrating National Customer Service Week – Day Four

Today’s #NCSW2017 theme is ‘Unlock your Potential’. This provides a chance for us to consider the importance of nurturing and growing our colleagues’ skills in order to deliver the ultimate customer experience. In today’s post we take a look at Capita Customer Management’s Change the Way programme, which was launched in 2016 to great success.

 

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News & blog

The art of the voice

by Capita Customer Management 08/11/2017

2 minute read

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Success for Capita Customer Management at the 2017 GSA Awards

by Capita Customer Management 27/10/2017

2 minute read

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