The Debt Sophistication Dilemma That Can Become a FDCPA Compliance Nightmare
Midland Credit Management has a whole new understanding of the term, “least sophisticated debtor” when it comes to their collection letters.
Report Shows Top Consumer Complaints in Debt Collections
Last month, The Bureau of Consumer Financial Protection released their 2018 Consumer Response Annual Report. Revenue cycle management and accounts receivable departments should familiarize themselves with insights from 81,500 complaints highlighted in the debt collection complaint data.
How to Get the Most Out of Your Post-Call IVR Survey
Why conduct a post-call survey with an IVR instead of the agent themselves? Honesty. Most consumers are less reluctant to share negative feedback through an IVR, compared to telling the agent themselves.
HIMSS19 Takeaways: 2019 Appears to be the Year Healthcare Providers Take Consumerism Seriously
We arrived at the #HIMSS19 Conference in Orlando excited to be first-time exhibitors. Our immediate focus was to connect with people and gain a better understanding of the needs of the current healthcare ecosystem. We used our booth space to record stories of healthcare providers and technology vendors as part of our I Am […]
How to Recognize Hidden Compliance Landmines in Your Contact Center
Your accounts receivable and revenue cycle management teams work hard to prepare for the challenges their contact centers face every day. However, some of the more substantial risks have hidden dangers underneath them. These are landmines, and merely stepping on one could result in a cataclysmic disaster for your organization. For example, you […]
Why Technology Might Be Worthless in Your Contact Center
Technology has transformed call centers into contact centers. However, that technology can be a wasted investment if you can’t analyze and leverage the data it collects to increase agent performance.
How Speech Analytics is Creating Fully-Compliant and Highly-Effective Contact Centers
<script src="//static.leadpages.net/leadboxes/current/embed.js" async defer></script> CONTACT CENTER | 10 MIN READ How Speech Analytics Creates Fully-Compliant and Highly-Effective Contact Centers Written by Michael Wise twitterfacebookyoutubelinkedin What is speech analytics? Speech analytics is a technology that processes and uploads contact center call recordings to a web interface that transcribes, scans and evaluates conversations between consumers and agents to […]
New Study Reveals Old Collection Methods Aren’t Working
We asked 1,000 consumers about how a business could not only reach them, but get them to pay the money they genuinely owe. Their answers were surprising, and suggest some necessary shifts in strategy that could keep accounts from reaching that 30-day delinquency mark, or shorten the time it takes to collect on those already past.
8 Reasons You Should Be In the Cloud
While you’ve been busy swapping out hard drives, innovative tech companies have been creating solutions to the problems your business faces every day. Here are eight major benefits to moving your business communication, payment information, and data analytics to the cloud.
The Real Reason Virtual Negotiation Works
If consumer perception towards used car salesman has led to the creation of an entirely new self-help marketplace, why wouldn’t those same behavioral instincts apply to debt settlement? In fact…
5 Things Creditors and Collections Agents Should Know About the People They Call
There’s an adage that says consumers who are satisfied with their experience move on with their lives, but those who are dissatisfied take time to voice their complaints. Nowhere is this truer than in the collections industry, where…
With Millennials, Customer Service Is Your Greatest Marketing Tool
The millennial mindset is blurring the lines between customer service and marketing. Smart businesses see the financial impact—both positive and negative—that comes from the quality of the consumer experience.
