Webinar Recording: Treating Vulnerable Customers Fairly


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This webinar shares top training tips from the experts, as well as how the latest tech can help ensure that your agents are treating vulnerable customers fairly, every time.

Click here for the recording

Agenda

  • Introductions – Megan Jones, Call Centre Helper
  • Helen Pettifer, Vulnerable Customer Trainer & Consultant
Click here to view the slides
  • Richard Bassett, VP Digital & Analytics, NICE International
Click here to view the slides

Topics to be discussed

  • The timeline for adhering to the new FCA Consumer Duty guidance
  • Training exercises and tips to help agents spot vulnerable customers more easily
  • How to make sure agents give vulnerable customers a fair experience, every time
  • The tools and technologies that can also help with adherence
  • Top tips from the audience
  • Winning tip – “Collate a library of best practice calls handling vulnerable customers. These are a really good training tool and bring to life the vulnerable customer for new starters.” thanks to Fiona
Original Webinar date: 25th May 2023 Click here for the recording

This webinar is brought to you by Call Centre Helper and is sponsored by NICE

Author: Rachael Trickey

Published On: 8th Mar 2023 - Last modified: 28th Nov 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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