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.
Agenda
- Introductions – Megan Jones, Call Centre Helper
- Helen Pettifer, Vulnerable Customer Trainer & Consultant
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- Richard Bassett, VP Digital & Analytics, NICE International
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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
This webinar is brought to you by Call Centre Helper and is sponsored by NICE
