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...
June 14, 2021
News & Blog
May 04, 2021
CEO Commentary: Subprime Auto Delinquencies On The Rise
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
Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration
From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...
March 25, 2021
The Value of Proactive Customer Service
After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...
February 17, 2021
The Growing Importance of the Universal Agent
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...
February 03, 2021
Increased CFPB Oversight Likely Under Biden Administration
President Biden has nominated Federal Trade Commission (FTC) Commissioner Rohit Chopra to serve as Director of the Consumer Financial P...
January 27, 2021
Implement An Employee Training Continuity Plan
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...
December 22, 2020
The Roles of Technology and Empathy in The Contact Center
We’ve all heard about a wave of emerging technologies that fall under the Artificial Intelligence (AI) and Digital Transformation umbre...
December 10, 2020
The Impact of A Relational BPO Partnership
Situation Analysis
ThunderRoad Financial is a premier indirect lender in the Powersports industry. Although the company was experien...
November 30, 2020
What Type of Relationship Do You Want With a BPO?
In my last blog post, I outlined four fundamental considerations for selecting the right business process outsourcing (BPO) partner for...