Should Credit Unions Consider Outsourcing?
A recent Credit Union Times column asks the important question “Is Operational Outsourcing Worth A Second Look?”
It’s a good questio...
December 20, 2022
Outsourcing
December 08, 2022
How To Address The Rise In Healthcare Consumerism
While today's consumer has higher expectations across all industries, the recent rise within the healthcare sector represents a dramati...
October 11, 2022
How To Reverse The Continued Drop in Customer Satisfaction
According to the American Customer Satisfaction Index (ACSI), American consumers are showing continued dissatisfaction with the level o...
March 07, 2022
The Benefits of a Nearshore/Domestic Contact Center Blend
The demand for nearshore contact center support has grown significantly in recent years, according to organizations such as Forrester R...
February 21, 2022
As Consumer Debt Rises, Have a Collections Action Plan
According to the Federal Reserve Bank of New York, total U.S. household debt grew by more than $1 trillion to a total of $15.6 trillion...
January 20, 2022
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 13, 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...
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...
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...
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