Industry

As collection agencies seek innovation, they should always keep the following customer needs in mind. Learn considerations and best practices when implementing technology in the collections industry in this blog.

You’re not able to change the unpredictability of the weather, but you can ensure better days ahead for your customers and care team when outages do occur. Learn how utilities can future-proof their contact centers to ensure high-quality service even during volume spikes in this blog.

In recent years, the insurance sector has experienced an uprise in disruptive innovation. Learn how Conversational AI can improve customer experience and lower operating costs for insurers to stand out from competition.

The logistics and transportation industry is facing new challenges due to increased customer expectations. Learn how Conversational AI can help providers keep pace in this new age.

To successfully gain loyalty in this day and age of endless choice and equally endless holiday sales, retailers are turning back the clock and focusing on improving service as a first step in improving customer experience (CX). Learn the best practices to build a successful CX in our blog.

If you're looking to implement AI and machine learning in your collections company, these six questions will guide you to find the right partner so that you will see measurable results at scale.

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why -- customers are often very vocal about their displeasure. Here's how IVAs can help.

Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.

For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity.

It’s been six years since the Affordable Care Act (ACA) was signed into law and the impact on the health insurance market has been clear: the shift from employer-based health insurance to a market of individuals is in full swing.

Recently, my family and I traveled from Boston to a vacation out West, leaving the cold, snowless city in search of sun and better skiing. We flew a national airline, rented a car, and stayed in a vacation rental home — all booked online. Mostly, it went fine.