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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9 mindset steps in the transformation journey

Capita Digital Transformation Director Peter Reynolds explores nine points along the transformation timeline, from first understanding what it means to your business, to finally judging whether it’s been a success.

Digital Transformation… so where are we?

Dr Catherine Howe, Capita’s Digital Innovation Director, looks at some of the issues that could – and should – be running round an organisation’s collective mind as it considers a Digital Transformation. Get the full story and more in our latest edition of Intelligence.

Vulnerable customers – an agent’s view (Part 3)

In our August edition of Intelligence, three Capita agents consider the issues around vulnerable customers from the other side of the phone. Abbey Glover is an advisor for one of our utilities clients. She has particular experience in working with vulnerable customers, and often trains other agents and new starters, helping them develop their skills in this complex and challenging area. Read on to hear Abbey's views.

Vulnerable customers – an agent’s view (Part 2)

In our August edition of Intelligence, three Capita agents consider the issues around vulnerable customers from the other side of the phone. Leanne Squires leads the Customer Experience Team for Capita’s Zurich operation, playing an essential role in ensuring everyone is trained on the constantly changing rules around vulnerable customers in the financial sector. Here, she gives us her thoughts on the subject.

Vulnerable customers – an agent’s view (Part 1)

In our August edition of Intelligence, three Capita agents consider the issues around vulnerable customers from the other side of the phone. This week we’re sharing the thoughts of Tracey Lucas, who has worked as a customer service agent and Team Leader for one of our utilities clients.

Being fair: how the landscape of dealing with vulnerable customers is changing

In this month’s edition of Intelligence, Capita Customer Management’s Head of Corporate Social Responsibility Ricky Alfred reflects on the need to support vulnerable customers - and how organisations, agents and Capita are all able to make a difference.

 

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News & blog

Digital Transformation… so where are we?

by Catherine Howe 07/09/2017

3 minute read

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Vulnerable customers – an agent’s view (Part 3)

by Capita Customer Management 31/08/2017

3 minute read

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