How to support vulnerable customers
We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.
Library
Get out of Wrap – January 2021
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Think & Grow Rich – why an 83-year-old business concept is still relevant today
Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.
Insurance Collections Bureau
With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
Get out of Wrap – December 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Get out of Wrap – November 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Samsung
With both call centres outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.
Get out of Wrap – October 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Get out of Wrap – August 2020
Hosted by our very own Martin Teasdale, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters. Each month we bring you a summary of the latest episodes so you can catch up in one go.
Webinar: Using Quality Management to create a new, improved normal
Helen Beaumont-Manahan and Pete Dunn discuss what’s changed for Contact Centres, Quality Management and Customers, and how we can utilise that for the better.