Vulnerable customers are at a greater risk of harm due to financial, health or capability constraints. It is vital that every contact centre knows how to identify vulnerable customers and tailor their services in order to minimise the risk of harm.

In this session CCMA Research Director Stephen Yap will unveil brand-new research supported by Odigo that uncovers just how widespread vulnerability is among the customer population today, sharing insights that will help contact centres better serve vulnerable customers.