Customer Service Is Still Not Human Enough
As the race towards automation and efficiency through the use of AI self-service tools continues in customer contact centers, the consu...
June 14, 2022
Customer Service
March 07, 2022
The Benefits of a Nearshore/Domestic Contact Center Blend
The demand for nearshore contact center support has grown significantly in recent years, according to organizations such as Forrester R...
February 21, 2022
As Consumer Debt Rises, Have a Collections Action Plan
According to the Federal Reserve Bank of New York, total U.S. household debt grew by more than $1 trillion to a total of $15.6 trillion...
January 20, 2022
Telecom CX Is Key To Diminishing Churn
With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...
January 13, 2022
Financial Services CX: Customer-Centric Strategy is Crucial
According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...
January 07, 2022
Use Teamwork To Develop Leaders
“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...
September 16, 2021
Building Customer Relationships During The 5th Industrial Revolution
According to the World Economic Forum, we are standing at the threshold of the 5th Industrial Revolution (5IR).
Loosely described ...
August 31, 2021
Listening Is Key To An Empathy-Driven Approach To Collections
Empathy. Understanding. Respect. Concern. Trust.
To the average person, these words are rarely associated with the debt collection i...
July 20, 2021
Digital Transformation In The Contact Center
While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...
June 14, 2021
Contact Center Quality Assurance Considerations
"This call may be recorded or monitored for quality assurance and training purposes."
This automated message has become so common th...