How to Identify, Support, and Retain Vulnerable Customers

With financial and health crisis looming worldwide, UK organisations providing contact centre based consumer services, must be keenly aware and responsive to customers in vulnerable positions due to situations such as financial, medical and mental health issues, disability, challenging social circumstances and old age.

Join CallMiner’s Frank Sherlock and a panel of executives from our financial services and energy & utilities customers, including Vanquis Bank and British Gas, as they overview how organisations are leveraging speech analytics technology to recognise and address the common needs of vulnerable customers, improve customer experience and instill consumer confidence that their providers are looking out for their best interests.

Webinar Details

  • Date: Tuesday, 23rd Feb.
  • Time: 2 p.m. GMT | 9 a.m. ET
  • Length: 1 hour

Meet the Speakers

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Cecil Edey
Conduct & Vulnerability Manager
British Gas
Oliver Groves
Head of CX & Insight
British Gas
Fawad Mughal
Head of CX Improvement
Vanquis Bank
David Price
Senior Compliance Business Partner
Vanquis Bank
Frank Sherlock
VP of International

You'll learn:

  • What constitutes customer vulnerability
  • How to address the challenges of the digitally vulnerable
  • Ways technology can support identifying at-risk customers
  • Means to provide contact centre employees guidance on vulnerability best practices