Key Aspects of Efficient Collections
In order to map out an efficient debt collection strategy that directs your efforts towards effective contact and high recovery rates, you must take into account a series of key and integral factors within your company. There is more to debt collection than meets the eye. It is a process that involves a large number […]
Bulk SMS and Voice Broadcasting in Debt Collection Strategies
Text and voice messages are tools that prove ideal for collections departments because they allow to interact with customers directly and much more economically. Technology helps to reach audiences in effective ways and branch out into new communication strategies. Therefore, it is a profitable investment for accounts receivable management firms, contact centers, and any other […]
Why Is the Collections Department Important to Companies?
Debt collection and debt recovery are activities that require well-thought-out processes in order to achieve successful results and encourage the liquidity and solvency of businesses. Whether companies run an in-house department to collect their receivables or they outsource this task to a third party, such as an agency, they must develop a custom collection strategy […]
5 ways top Contact Centers deliver exceptional Customer Service
In 2019, researchers found that 78% of people felt they had enough information about a company to permanently cement their perception of that brand on one, single interaction with their contact center. “Customer Experience is the new brand” –Steve Cannon, CEO of Mercedes Benz So, how can you make big improvements to your customers’ journey […]
ACD: What It Is and How It Works
What is ACD? ACD system is an acronym that stands for Automatic Call Distribution. It is a system designed for forwarding or routing calls to specific extensions. These telephone lines are grouped depending on the logistics and needs of contact centers. An automated call distributor is an essential and basic tool for any contact center. […]
Telephone Surveys in Market Research
Companies in all lines of business need to know their target markets and customers to improve their processes and achieve their goals. Surveys are one of the tools most commonly used to collect important data. They help to pinpoint customer preferences, current industry trends, and even customer perception in connection with a product or brand. […]
Multichannel Customers: Are You Ready for Them?
Today’s customers decide how to communicate; they choose the channel and the modality. As a result, companies are urged to develop a multichannel contact strategy for immediate, effective service. Adapting to the trends in the industry and the needs of customers is imperative to contact centers. Whether it is for customer service, sales, or tech […]
Contact Centers and Digital Customer Experience
The latest trends in customer service indicate that one of the factors that differentiate companies from their competition is the experience provided to customers when buying products or hiring services. This experience is delivered throughout the customer journey, from awareness, through the purchase and use of products, to advocacy. It is developed across different touchpoints […]
Cloud Computing as a Service
Cloud Computing (or “the Cloud”) refers to a service model whose popularity is growing among companies that wish to improve their competitiveness and service quality. In this model, companies can access digital resources like: storage, software, service platforms, or applications over the internet without investing in hardware or other physical infrastructure. Given that companies can […]
Improve Customer Experience with a Recording System
There are different strategies to improve customer experience in contact centers, such as providing agents with proper training, using well-defined scripts, or reducing wait times. Though these practices are very common in contact centers’ quality processes, they need to be monitored constantly to make sure they are being used correctly. A recording system not only […]