Training & Development

February 02, 2022

Why Empathetic Leadership Makes Good Business Sense

By Andrew Coffey

The business climate of 2021 will long be known for what’s been dubbed “The Great Resignation.” With an average of 3.9 million workers...

January 07, 2022

Customer Service, Outsourcing, Training & Development

Use Teamwork To Develop Leaders

By Andrew Coffey

“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...

August 31, 2021

Customer Service, Outsourcing, Training & Development

Listening Is Key To An Empathy-Driven Approach To Collections

By Andrew Coffey

Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...

June 14, 2021

Compliance, Customer Service, Training & Development

Contact Center Quality Assurance Considerations

By Robert Caracciola

"This call may be recorded or monitored for quality assurance and training purposes." This automated message has become so common th...

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

From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...

February 17, 2021

Customer Service, Outsourcing, Training & Development

The Growing Importance of the Universal Agent

By Corey Brown

A colleague and friend recently shared an all too familiar story. Shortly after the onset of COVID-19, he had an urgent need to spea...

January 27, 2021

Customer Service, Training & Development

Implement An Employee Training Continuity Plan

By Kristin Andreasen

By now, we all know that 2020 taught the business community many valuable lessons about the need to plan for and adapt to unexpected ci...

April 15, 2020

Customer Service, Training & Development

Managing a Suddenly Remote Workforce

By Servicing Solutions

Like many businesses, Servicing Solutions became a remote workforce virtually overnight as a result of COVID-19. Thankfully, as a co...

April 09, 2020

Technology, Training & Development, Uncategorized

Converting Face-to-Face Training to Virtual Training On the Fly

By Kristin Andreasen

Over the course of my career, I’ve been an advocate for ongoing employee development. In other words, I’ve always believed that traini...

October 01, 2019

Compliance, Training & Development

Compliance Training: Make It Personal

By Servicing Solutions

I recently came across an article from The Association for Talent Development about Compliance Training. It does a great job of explai...

Giving Back to the Community

We are honored to support local non-profit organizations that help mitigate hunger and food insecurity with compassion for those less fortunate such as Mary’s Kitchen and the North Texas Food Bank.

Mary’s Kitchen is a volunteer organization whose aim is to provide compassionate care for the less fortunate of Orange County, California. All services are conducted in a manner, which preserves dignity. One hundred percent of monetary donations received go directly to maintain the services provided for our guests.

The North Texas Food Bank is committed to a hunger-free, health North Texas and works to close the hunger gap by providing access to nutritious food. Every dollar donated to NTFB provides access to three healthy meals for hungry North Texans, and 94 percent of every dollar goes directly to hunger relief programs.

Debt Collection During An Inflationary Economy

The Bilingual Customer Experience: It’s About More Than Just Language

Customer Service Is Still Not Human Enough

Giving Back to the Community