How Do You Mitigate Risk?
At the forefront of any contact center operation is always the topic of risk mitigation and compliance. In the past couple of years managing federal and state regulations has become increasingly more...
View ArticleGuide Your Agents to Success with Agent Scripting for Collections
In the Collections world, agents are asked to pick up the nuances of new campaigns, clients, and agent groups within weeks, if not days. From new hire training to compliance language, or even simple...
View ArticleHalloween Costumes and Text Messaging: Keeping it Simple Doesn’t Work Anymore
In planning Halloween with my kids this year, I am reminded that I am getting old and the world has changed. My Halloween used to be just about monsters and ghosts – some fake teeth or a sheet with...
View ArticleNot Just Text, a Conversation for Collections
Modern life is filled with tasks competing for our attention and consideration. Text messaging provides a way to have a dialogue that more easily fits into our active and connected lifestyles. A quick...
View ArticleDebt Collections: One Manual Call at a Time
Over the past few weeks there has been an increased level of attention given to a recent court ruling from the state of Wisconsin – Nelson vs. Santander Consumer USA, Inc. While I do not wish to...
View Article3 Successful Mobile Collections Strategies
More than half of all Americans own a smartphone – in fact, 56 percent of us are connected via mobile devices. Considering the growing ubiquity of smartphones, collectors need to ensure that they...
View ArticleCustomer Experience Disconnect – Really?
I prefer to discuss positive and happy customer experiences more than negative customer ones. However, my recent experience with a company with which I do business highlights a great use case of...
View ArticleFasten Your Seatbelts – Time for Another Ride on the TCPA Rollercoaster
The Federal Communication Commission’s new requirements for “prior express written consent” to send sales or marketing messages to wireless devices goes into effect on October 16, 2013. This FCC...
View Article3 Reasons to Consider Speech Analytics to Boost Collections
Driven by the economic downturn from the past several years, many companies have invested in increasing their ability to collect money from their customers. In a time where revenues are falling,...
View ArticleBuilding a Collections Strategy Like the Six Million Dollar Man… Better,...
“Gentlemen, we can rebuild him. We have the technology. Better….stronger…faster.” Anyone remember that one? If I inserted the theme song you might. It’s one of my all-time favorite TV shows: The...
View ArticleTake Control of Your Outbound Customer Contact Strategy
From a customer’s perspective, there is often a fine line between being sent a reasonable number of communications from companies they do business with versus receiving a gluttony of repeat contact...
View ArticleStop Wasting Time and Money on Lead Conversion [Webinar]
For today’s digitally driven consumer, life has become more convenient and simple. You can easily search the Internet for providers of the products and services you desire, submit an inquiry through a...
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