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Supporting Vulnerable Customers in the Contact Centre

A CCMA research paper

Customer vulnerability was amplified by the pandemic with two out of three adults (66%) in the UK self-identifying as having at least one vulnerability.

The CCMA, commissioned by Odigo, conducted bespoke research to explore customer experience and vulnerability. Real insight can better inform the development of supportive contact centre strategies.

  • How to identify vulnerable customers
  • The types of vulnerabilities that exist
  • The impact of the pandemic on vulnerability
  • How to encourage vulnerable customers to seek support
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