CASE STUDY CONCENTRIX (formally part of IBM), working on their Lloyds Bank activity CLIENT ISSUE Our client had a need to improve their contact centre agent staff’s alignment and conversations with UK customers, which, whilst functionally acceptable lacked empathy and understanding. All activity was conducted from the contact centre in Manila, operated by their outsourcer. In the context of customer repayments and personal changes to customer situations, understanding these changes and the practical as well as emotional impacts on their customers was vital. Through detailed discussions we agreed to deliver and coach more powerful soft-skills capabilities as well as UK-culture aligned skills guidance and support to their front-line staff. The key focus was to support

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