Uncategorized

February 21, 2022

Collections, Customer Service, Outsourcing, Uncategorized

As Consumer Debt Rises, Have a Collections Action Plan

By Louis Ochoa

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 13, 2022

Customer Service, Fintech, Outsourcing, Uncategorized

Financial Services CX: Customer-Centric Strategy is Crucial

By Louis Ochoa

According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...

December 01, 2021

Uncategorized

Evolving From The Feedback Economy To The CX Economy

By Andrew Coffey

The Feedback Economy. A common (perhaps even overused) buzzword in today’s business climate, it is often discussed as one of the most c...

October 16, 2021

Uncategorized

Consumer Complaints Are Largely Avoidable

By Robert Caracciola

Complaints to the Consumer Financial Protection Bureau (CFPB) jumped nearly 54% in 2020. And recently revealed data from WebRecon LLC r...

August 24, 2021

Uncategorized

Staffing Leads List of Contact Center Challenges

By Louis Ochoa

According to Contact Center Pipeline, contact centers are facing a whole new set of challenges in 2021. In their survey of more than 25...

July 26, 2021

Uncategorized

Consumers Want Choice, Not Inflexibility, From Contact Centers

By Andrew Coffey

As self-service technologies and artificial intelligence tools continue to grow in prominence within the customer experience industry, ...

July 21, 2021

Uncategorized

Servicing Solutions Adds Industry Veteran Jeremy Hettman

By Andrew Coffey

Servicing Solutions is pleased to announce the addition of Jeremy Hettman as Vice President of Sales. Jeremy brings nearly 20 years ...

May 04, 2021

Uncategorized

CEO Commentary: Subprime Auto Delinquencies On The Rise

By Louis Ochoa

According to the Wall Street Journal, 10.9% of subprime borrowers with outstanding auto loans or leases are more than 60 days past due,...

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...

December 22, 2020

Uncategorized

The Roles of Technology and Empathy in The Contact Center

By Sean Bennett

We’ve all heard about a wave of emerging technologies that fall under the Artificial Intelligence (AI) and Digital Transformation umbre...

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