Telecom CX Is Key To Diminishing Churn
With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...
January 20, 2022
Outsourcing
January 06, 2022
Financial Services CX: Customer-Centric Strategy is Crucial
According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...
December 21, 2021
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...
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...
July 02, 2018
Factors to Consider When Choosing A Servicing Partner
The market for outsourced servicing options for first and third-party servicing has matured greatly over the past 20 years. Outsourcing initiatives in the early 1990’s morphed into globalization initiatives in the late 90’s, ultimately resulting in meaningful investments in longer-term strategy. Certainly, the market has evolved to the point where consumer-facing business need to have an outsourcing strategy… specifically one that addresses call center operations.