December 20, 2022 Collections, Company News, Customer Service, Outsourcing Should Credit Unions Consider Outsourcing? By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram A recent Credit Union Times column asks the important question “Is Operational Outsourcing Worth A Second Look?” It’s a good questio...Continue reading
December 08, 2022 Customer Service, Outsourcing How To Address The Rise In Healthcare Consumerism By Steve Klopstock Facebook Twitter Pinterest linkedin Telegram While today's consumer has higher expectations across all industries, the recent rise within the healthcare sector represents a dramati...Continue reading
October 11, 2022 Customer Service, Outsourcing How To Reverse The Continued Drop in Customer Satisfaction By Corey Brown Facebook Twitter Pinterest linkedin Telegram According to the American Customer Satisfaction Index (ACSI), American consumers are showing continued dissatisfaction with the level o...Continue reading
March 07, 2022 Company News, Customer Service, Outsourcing The Benefits of a Nearshore/Domestic Contact Center Blend By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram The demand for nearshore contact center support has grown significantly in recent years, according to organizations such as Forrester R...Continue reading
February 21, 2022 Collections, Customer Service, Outsourcing, Uncategorized As Consumer Debt Rises, Have a Collections Action Plan By Louis Ochoa Facebook Twitter Pinterest linkedin Telegram 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...Continue reading
January 20, 2022 Customer Service, Outsourcing, Technology Telecom CX Is Key To Diminishing Churn By Cesar Guzman Facebook Twitter Pinterest linkedin Telegram 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 ...Continue reading
January 13, 2022 Customer Service, Fintech, Outsourcing, Uncategorized Financial Services CX: Customer-Centric Strategy is Crucial By Louis Ochoa Facebook Twitter Pinterest linkedin Telegram According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...Continue reading
January 07, 2022 Customer Service, Outsourcing, Training & Development Use Teamwork To Develop Leaders By Andrew Coffey Facebook Twitter Pinterest linkedin Telegram “Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...Continue reading
August 31, 2021 Customer Service, Outsourcing, Training & Development Listening Is Key To An Empathy-Driven Approach To Collections By Andrew Coffey Facebook Twitter Pinterest linkedin Telegram Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...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