Customer Service Is Still Not Human Enough
As the race towards automation and efficiency through the use of AI self-service tools continues in customer contact centers, the consu...
June 14, 2022
Posts by Andrew Coffey
May 11, 2022
Rise In Fintech Lending Creates Opportunity and Risk
Fintech is undoubtedly one of the fasting growing global industries. Once known as “disruptors”, the companies that make up this vibra...
February 02, 2022
Why Empathetic Leadership Makes Good Business Sense
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
Use Teamwork To Develop Leaders
“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
Listening Is Key To An Empathy-Driven Approach To Collections
Empathy. Understanding. Respect. Concern. Trust.
To the average person, these words are rarely associated with the debt collection i...
July 26, 2021
Consumers Want Choice, Not Inflexibility, From Contact Centers
As self-service technologies and artificial intelligence tools continue to grow in prominence within the customer experience industry, ...