Guidance for firms on the fair treatment of vulnerable customers from FCA
Download the FCA’s principles for businesses
Caring for vulnerable customers – advice from Ofcom
Ofcom’s Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers
What is a best practice approach to compliance and security in a hybrid operating model?
Access to the recording of the online seminar.
Developing your Emotional Intelligence old
Explore the basic principles of what makes us emotionally intelligent and how we can develop these all-important skills
Understanding Team Dynamics
Great contact centre teams are created by leaders that can understand the behaviours of others.
Customer Contact Focus for Mid-Sized Businesses
In this research we explore the landscape of the medium-sized business in the UK and look at how these businesses are currently serving their customers.
Hybrid working advice from ACAS
ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.
Working safely during coronavirus: Guidance from Step 4
The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.
Being agile in a hybrid contact centre environment
Access to the recording of the online seminar and the slides Capita presented.
The Evolution of the Contact Centre: Elevating the Front Line
How and why the contact centre has become elevated