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.
This research seeks to provide answers to some of the fundamental questions about customer vulnerability: