News & Blog

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...

March 25, 2021

Customer Service, Outsourcing, Technology

The Value of Proactive Customer Service

By Cesar Guzman

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

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...

February 03, 2021

Compliance, Customer Service

Increased CFPB Oversight Likely Under Biden Administration

By Robert Caracciola

President Biden has nominated Federal Trade Commission (FTC) Commissioner Rohit Chopra to serve as Director of the Consumer Financial P...

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...

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...

December 10, 2020

Uncategorized

The Impact of A Relational BPO Partnership

By Servicing Solutions

Situation Analysis ThunderRoad Financial is a premier indirect lender in the Powersports industry. Although the company was experien...

November 30, 2020

Uncategorized

What Type of Relationship Do You Want With a BPO?

By Andrew Yudin

In my last blog post, I outlined four fundamental considerations for selecting the right business process outsourcing (BPO) partner for...

November 16, 2020

Uncategorized

Sean Bennett: Auto Remarketing 40 Under 40 Award Winner

By Andrew Coffey

We are excited to announce that our Vice President of Business Technology, Sean Bennett, has been included in Auto Remarketing’s annual...

October 29, 2020

Uncategorized

What Covid Has Taught Us About Business Continuity Planning

By Cesar Guzman

The Covid-19 experience has certainly taught us all many lessons. Perhaps none more important than the need to have a Business Contin...

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NAF 2025 Recap – Subprime Market Shifts and Servicing Smarts

From Collections to Connection – Why Negotiating with Empathy Protects Your Bottom Line and Your Brand

Why Outsourced Loan and Account Servicing Is the Key to Customer-Centric Success

Giving Back to the Community