It’s back, in person, in London, the Call and Contact Centre Expo

There is a lot to be thankful for coming out of the worst of the pandemic enforced changes, but there is also a wealth of unique insights for call and contact centres that deserve attention in this year’s Expo. We are looking forward to sharing brand new CCMA research with you as well as exploring themes developing from the 2021 Voice of the Contact Centre Consumer. 

Come along to our sessions: 

• Meeting the needs of vulnerable customers: a primer for contact centres
  Presented by Stephen Yap, Research Director, CCMA
  2:00-2:30pm in the CUX Keynote Theatre, 16 November 2021  

•  Customer Experience 2021 – Changing Customer Behaviour & Attitudes
  Presented by Neil Titcomb, Managing Director, Odigo UK
  11:00-11:30am in the Customer & User Experience Theatre (No. 17 ), 16 November 2021

Call and Contact Centre Expo’s moral imperative

Vulnerability is an extremely important but delicate issue that is gaining the spotlight. Financial conduct authority (FCA) guidelines this year propose vulnerability is a spectrum of risk. Every one of us can go through periods of vulnerability and something so ubiquitous rightly deserves open and honest attention. 

Talking openly about sensitive subjects which can cause embarrassment can be a hard balance to strike. It should be done in a way that is honest and helpful but without stereotyping or inadvertently making valued customers feel stigmatised. 

“Vulnerable customers need relevant services and empathy, it is a logical extension of personalisation.”

Neil Titcomb Managing Director Odigo UKI

With so much talk about personalisation of services, surely this is a positive way to integrate and view the subject of vulnerability. Potentially, one that can also be empowering to customers who do not necessarily want someone to hold their hand but to take the initiative creating the options they need to make their own informed choices. 

An important aim for call and contact centres this year at the Expo should be learning how to identify those who are vulnerable. Crucially businesses must remember that both customers and agents themselves can be at higher risk of the negative consequences from financial, health or other factors. Lets assist not just acknowledge the vulnerable within society. 

A yearly review and refocus at Call and Contact Centre Expo

Many of the CX changes anticipated by previous Call and Contact Centre Expos have been accelerated by the pandemic. For example, the face-to-face restrictions and the upsurge in people turning to digital channels for social connection have created solid foundations for more permanent digitally enhanced changes. 

This year’s Call and Contact Centre Expo provides an opportunity to talk about the future with fresh research by the CCMA, in association with Odigo, that has explored and tracked customer behaviours and attitudes. This initiative also envisions which motivations and preferences should steer the coming changes to customer experiences.

Call and Contact Centre Expo also has your needs in mind

Call and Contact Centre Expo brings together the call and contact centre professionals with those in IT, general management, HR, marketing and operations all in one place. This makes it an essential UK event for planning and learning in 2021 and beyond. This CPD certified event maximises your time and values your safety with the industry-wide ‘All Secure Standard’. 

Come along to listen to our sessions and interact with the demo points on our stand Number CC-AD30.

About Odigo

Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 250 clients around the world.