June 14, 2022 Customer Service, Technology Customer Service Is Still Not Human Enough By Andrew Coffey Facebook Twitter Pinterest linkedin Telegram As the race towards automation and efficiency through the use of AI self-service tools continues in customer contact centers, the consu...Continue reading
January 20, 2022 Customer Service, Outsourcing, Technology Telecom CX Is Key To Diminishing Churn By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram 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 ...Continue reading
September 16, 2021 Customer Service, Fintech, Technology Building Customer Relationships During The 5th Industrial Revolution By Sean Bennett Facebook Twitter Pinterest linkedin Telegram According to the World Economic Forum, we are standing at the threshold of the 5th Industrial Revolution (5IR). Loosely described ...Continue reading
July 20, 2021 Customer Service, Technology Digital Transformation In The Contact Center By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...Continue reading
April 05, 2021 Compliance, Customer Service, Outsourcing, Technology, Training & Development, Uncategorized Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration By Andrew Yudin Facebook Twitter Pinterest linkedin Telegram From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...Continue reading
March 25, 2021 Customer Service, Outsourcing, Technology The Value of Proactive Customer Service By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...Continue reading
April 09, 2020 Technology, Training & Development, Uncategorized Converting Face-to-Face Training to Virtual Training On the Fly By Kristin Andreasen Facebook Twitter Pinterest linkedin Telegram Over the course of my career, I’ve been an advocate for ongoing employee development. In other words, I’ve always believed that traini...Continue reading
February 05, 2020 Remarketing, Technology Consider your Remarketing Strategy in Light of Used Vehicle Market Fatigue By Servicing Solutions Facebook Twitter Pinterest linkedin Telegram In a recent video commentary, KAR Global’s Chief Economist Tom Kontos reported that after seven months of consecutive average wholesale...Continue reading
August 26, 2019 Compliance, Technology Is your company ready for new CFPB collection call limitations? By Servicing Solutions Facebook Twitter Pinterest linkedin Telegram The Consumer Finance Protection Bureau is ready to implement new regulations to limit the frequency of collection calls to consumers. ...Continue reading
August 07, 2019 Company News, Customer Service, Fintech, Technology Innovation Is Shaping The Auto Industry By Servicing Solutions Facebook Twitter Pinterest linkedin Telegram I recently took part in a panel discussion at the Automotive Intelligence Summit, a C-level meeting of the minds for executives at comp...Continue reading