Call Center Quality Assurance Best Practices in 2018 A recent study revealed that by the year 2020, consumers will place more importance on service from a business than on price or product  Not surprising, considering that 86% of people today are willing to pay more for a better[...]
Your business has access to more customer data than ever before, particularly in your contact centers But how do you know what to do with all that data Two solutions that can help are speech analytics and voice analytics While both solutions analyze phone conversations to provide customer and[...]
Stereo call recording (aka dual channel call recording) vs mono call recording helps increase the accuracy of phonetic call indexing, which is popular in many of today's speech analytics solutions In fact, stereo call recording improves reporting accuracy, keyword and phrase spotting, by providing[...]
One in three Americans has a past-due payment in collections today As a nation, we rank 10th in household debt, owing trillions of dollars on medical bills, mortgages, student loans, and credit cards Yet while people are carrying more and more debt, securing payment on them is easier said than[...]
The debt collection industry continues to strive towards excellence in areas of compliance and customer experience Improving a collections agency’s performance hinges on proper call center training for all debt recovery agents This training must include strict adherence to script requirements[...]
The global travel industry is one of the most profitable sectors today, with an annual revenue of nearly $10 trillion predicted to be reached by 2022 And while today’s travelers are journeying to both favorite and new destinations, the majority of them are really hoping to get one thing out[...]
We all know that providing exceptional customer service is crucial to the success of any call center A recent study shows that "75% of companies said their top objective was to improve customer experience"  The debt collection industry in particular can greatly benefit from focusing on[...]
Debt collection is a massive industry, especially in the United States In fact, the USA is among the top 10 industrial nations with the most household debts This means debt collectors are consistently on the phone trying to recover payments This arduous process can cause hostile and dishonest[...]
In its Consumer Response Annual Report, the Consumer Financial Protection Bureau (CFPB) noted that about a third of the complaints in 2017 were filed against debt collectors That’s an improvement over the previous two years, in which debt collections had the dubious distinction of being the[...]
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