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.
7 Tips to Keep Your Emails Out of the Spam Filter
Contrary to popular belief, most email service providers (ESPs) like Gmail and Yahoo assume emails are spam—especially when you’re using a bulk email sender—until proven otherwise.
With that in mind, here’s some best practices to keep your important correspondence from ending up in your customers’ spam folder.
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.
Why CIOs Are Scapegoats And Not Heroes
Considering how important technology, big data, and online security have become to every company’s bottom line, why do CIO changes happening so frequently? How does a CIO break the five-year cycle, move the needle quicker, and move from the pit crew to the driver’s seat?
Intelligent Contacts Partners With Bluefin for P2PE
ATLANTA, GA – Bluefin Payment Systems, the leading provider of PCI-validated Point-to-Point Encryption (P2PE) solutions for retail, healthcare and education, and contact center solutions innovator Intelligent Contacts have announced the availability of Bluefin’s Decryptx™ PCI-validated Point-to-Point Encryption (P2PE) Solution for Intelligent Contacts clients. PCI-validated P2PE secures card transactions by encrypting all data within a PCI-approved […]
Reaching Debt Recovery Goals Often Means Letting Your Stars Be Stars
One of the often overlooked results of wrong party contacts is the impact it has on your best agents—the ones who clearly have a gift to do a difficult job. These are your stars. They handle difficult calls with maturity and class.
EMV And P2PE
In any industry, your customer’s payment information needs to be secure. Many systems used today are unencrypted and at risk of being hacked. PCI, the Payment Card Industry, is a group that sets security standards for card readers and payment processing systems. They suggest P2PE to prevent data breaches executed through malware. While many P2PE […]
