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
June 14, 2021 Compliance, Customer Service, Training & Development Contact Center Quality Assurance Considerations By Robert Caracciola Facebook Twitter Pinterest linkedin Telegram "This call may be recorded or monitored for quality assurance and training purposes." This automated message has become so common th...Continue reading
May 04, 2021 Uncategorized CEO Commentary: Subprime Auto Delinquencies On The Rise By Louis Ochoa Facebook Twitter Pinterest linkedin Telegram According to the Wall Street Journal, 10.9% of subprime borrowers with outstanding auto loans or leases are more than 60 days past due,...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
February 17, 2021 Customer Service, Outsourcing, Training & Development The Growing Importance of the Universal Agent By Corey Brown Facebook Twitter Pinterest linkedin Telegram 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...Continue reading
February 03, 2021 Compliance, Customer Service Increased CFPB Oversight Likely Under Biden Administration By Robert Caracciola Facebook Twitter Pinterest linkedin Telegram President Biden has nominated Federal Trade Commission (FTC) Commissioner Rohit Chopra to serve as Director of the Consumer Financial P...Continue reading
January 27, 2021 Customer Service, Training & Development Implement An Employee Training Continuity Plan By Kristin Andreasen Facebook Twitter Pinterest linkedin Telegram 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...Continue reading
December 22, 2020 Uncategorized The Roles of Technology and Empathy in The Contact Center By Sean Bennett Facebook Twitter Pinterest linkedin Telegram We’ve all heard about a wave of emerging technologies that fall under the Artificial Intelligence (AI) and Digital Transformation umbre...Continue reading
December 10, 2020 Uncategorized The Impact of A Relational BPO Partnership By Servicing Solutions Facebook Twitter Pinterest linkedin Telegram Situation Analysis ThunderRoad Financial is a premier indirect lender in the Powersports industry. Although the company was experien...Continue reading