2017 unwrapped

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Capita Customer Management 13th December 2017 3 minute read

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.

With Christmas just on the horizon, I know many of our clients will be deep in their Peak period, the busiest time of year. Now that I’ve been MD of Capita Customer Management for four months, and gained more insight into all the partnerships we’re proud to have established, I have some idea of just how stressful that can be.

But equally I’ve become ever more impressed at how passionate all our colleagues are about helping our clients serve their customers in the best possible way during this critical trading period, and how effective we can be at doing that.

I’ve found a huge amount of energy and commitment in the business, which is why I’m confident we’ll be helping our clients towards their best ever Peaks, and on towards an even more successful 2018.

Next year our own plans are focused on continuing the growth of our business, sharing with clients the best practice that exists in so many places throughout Capita, and creating industry leading new capabilities.

In this month’s Intelligence we also look back at some of the ideas, innovations, research and thought leadership these reports have explored across the year, and I genuinely hope they’ve brought value to our clients’ businesses.

I’d like to thank all our clients – and colleagues – for your continued support in 2017. I wish you a great holiday season, a successful 2018, and look forward to achieving even more together next year.

For more highlights from 2017, read our December newsletter - find it on our Intelligence report landing page here.


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