Home / Article
Article .
Creating a Proactive Collections Action Plan Amidst Record Consumer Debt
Creating a Proactive Collections Action Plan Amidst Record Consumer Debt Recent data from the Federal Reserve Bank of New York indicates that American credit debt has reached a historic high, surpassing $1 trillion for the first time. Household debt has surged by $2.9 trillion since the end of 2019, and interest rates on credit cards […]
Nearshore vs. Offshore Customer Care: A Strategic Choice for Your Business
Nearshore vs. Offshore Customer Care: A Strategic Choice for Your Business In the ever-evolving world of outsourcing customer care, it’s important to consider the geographic location of your service provider. Traditionally, offshore destinations like India and the Philippines have been the go-to choices, given their significant share of the outsourcing industry. However, the landscape is […]
Why Rising Auto Loan Delinquencies Call For A Vigilant Yet Empathetic Approach By Lenders
According to S&P Global Mobility, auto loan delinquencies rose to record levels in the first quarter of 2023. With more than1.69 percent of loans 60 days or more past due, these rates are alarming as they have exceeded the high watermark of 1.46 percent set during the well-documented Great Recession of 2009 and 2010. Not surprisingly, S&P […]
Proactive Service Will Take Your CX To The Next Level
Proactive customer service has been a much talked about buzzword in the CX industry over the past two years. The attention paid to this topic is warranted, especially after a Gartner study reported that implementing a proactive approach to CX provides many benefits, including significantly higher CSAT and NPS scores and lower coast and higher […]
The Rise of Digital CX Tools: Resist the Urge to “Over-Automate”
Now that self-service technologies and artificial intelligence have become the norm in the call and contact center environment, brands should resist the urge to rely solely on these tools. There have been several recent highly publicized instances of companies moving exclusively to self-service tools, and these are not limited to smaller start-up companies. In fact, […]
