Extract from Customer Focus Magazine: Issue 31 (Jan 2021) Twenty-five thousand agents; multiple sites; every industry covered, dealing with every customer interaction imaginable. This is Capita – the UK’s largest business process outsourcing and professional services company. On behalf of…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) It’s the fourth week of lockdown, and the economic impact of the coronavirus is starting to be calculated. The Office For Budget Responsibility is predicting GDP could shrink by an unprecedented…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As those who regularly attend our Annual Conference will all know, this special get together of members, plus those of the wider service industry, is a fantastic opportunity to meet new…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) There’s not much Sean Stringer, head of corporate customer services, Hampshire County Council hasn’t seen in his 15+ years working in customer service. The former contact centre manager, and head of…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) As part of our Inspiring a Service Nation drive, and in response to the Covid-19 crisis, we have created a new section on our website designed to help our members to…
Extract from Customer Focus Magazine: Issue 29 (May/June 2020) The state of many Britons’ finances is a parlous one to say the very least. Not only do a staggering 25% of adults have no savings at all (with Money Advice…
Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The higher you climb, the further you have to fall. Mark Gait talks to Customer Focus about how the best way to fight increased customer expectation is to use ever more technological innovation.…
Extract from Customer Focus Magazine: Issue 28 (Jan 2020) The Grenfell Tower fire in June 2017 left 72 people dead, just as many injured, and was the UK’s worst residential fire since the Second World War. If there is a…