The death of a loved one is an incredibly emotional time. Sorting out their affairs and contacting companies is not easy. How a contact centre manages this can have a massive impact on the family and brand reputation. Watch The Contact Centre Management Association’s Leigh Hopwood talks to Louise Downing, Vulnerable Customer Specialist at Virgin Media O2 and customer experience expert Elaine Lee, Managing Director at Reynolds Busy Lee, about what the issues are and how you can overcome them.