News & Blog

August 31, 2021

Customer Service, Outsourcing, Training & Development

Listening Is Key To An Empathy-Driven Approach To Collections

By Andrew Coffey

Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...

August 24, 2021

Uncategorized

Staffing Leads List of Contact Center Challenges

By Louis Ochoa

According to Contact Center Pipeline, contact centers are facing a whole new set of challenges in 2021. In their survey of more than 25...

July 26, 2021

Uncategorized

Consumers Want Choice, Not Inflexibility, From Contact Centers

By Andrew Coffey

As self-service technologies and artificial intelligence tools continue to grow in prominence within the customer experience industry, ...

July 21, 2021

Uncategorized

Servicing Solutions Adds Industry Veteran Jeremy Hettman

By Andrew Coffey

Servicing Solutions is pleased to announce the addition of Jeremy Hettman as Vice President of Sales. Jeremy brings nearly 20 years ...

July 20, 2021

Customer Service, Technology

Digital Transformation In The Contact Center

By Cesar Guzman

While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...

June 14, 2021

Compliance, Customer Service, Training & Development

Contact Center Quality Assurance Considerations

By Robert Caracciola

"This call may be recorded or monitored for quality assurance and training purposes." This automated message has become so common th...

May 04, 2021

Uncategorized

CEO Commentary: Subprime Auto Delinquencies On The Rise

By Louis Ochoa

According to the Wall Street Journal, 10.9% of subprime borrowers with outstanding auto loans or leases are more than 60 days past due,...

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

From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...

March 25, 2021

Customer Service, Outsourcing, Technology

The Value of Proactive Customer Service

By Cesar Guzman

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

Customer Service, Outsourcing, Training & Development

The Growing Importance of the Universal Agent

By Corey Brown

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...

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