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Reviewing call recordings isn’t the only way to measure agent performance and identify strengths and weaknesses. Why not ask your customers? “The Beauty of a post-call IVR is not only its immediacy—a customer is more likely to provide honest feedback if they are...read more
As time passes, mobile technology allows people to find new ways to make life easier. In the same way, healthcare providers can improve patient lives and business goals by embracing the use of text messaging. Over the last few years, we’ve seen several examples of...read more
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.read more
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.read more
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.
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.read more
There is an evolution taking place in communication. With consumers drowning in online accounts, forward-thinking businesses are starting to look at SMS messaging as a way to engage with their customers in a way that’s convenient and comfortable.read more
Let’s face it, compared to other industries, healthcare adapts slowly to change. There might not be a clearer example of this reluctance to adapt than how healthcare has neglected to engage patients through text messaging.read more
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…read more
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…read more
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.read more
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?read more