Featured
Collections leaders — your current contact center platform is losing you money
Ray Barata, Senior Principal CX Strategy Advisor, TTEC Digital + Cris Bjelajac, Line of Business Owner, Latitude by Genesys
In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.
Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.
We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:
• Selecting the right channel capabilities at the lowest per-minute usage rate
• Consolidating disparate solutions into a single cost-efficient contact center platform
• Integrating AI-enabled tools to drive performance without increasing overhead
Ready to get out of the strategy and dive into the TCO math?
As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.
All episodes
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Destination AI: How Emerging AI Tools Can Improve Your Customer Experience
Alfredo Rizzo, VP; Aaron Schroeder, AI Solutions; RWC, Innovation Architects; Tim Friebel, Experience Transformation
How Emerging AI Tools Can Improve Your Customer Experience
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The Member Experience Transformation Playbook
Atif Munir, Nicole LaCamp, Alfredo Rizzo
Credit unions have long relied on higher member satisfaction as a recipe for success. But as consumer expectations shift more and more towards digital banking, credit union members want the same personalized, seamless experiences they encounter across all other areas of their lives – and credit unions will need to make these effortless Member Experiences (MX) happen in order to drive member satisfaction.
Watch The Member Experience Transformation Playbook, a webinar on how credit unions can build – and keep – a competitive advantage through strategic innovation. We share a proven formula for maximizing technology transformation to deliver a hyper-personalized member experience, and Atif Munir and Nicole LaCamp of PenFed Credit Union share how they are deploying this formula in their own contact center. -
Collections leaders — your current contact center platform is losing you money
Ray Barata, Senior Principal CX Strategy Advisor, TTEC Digital + Cris Bjelajac, Line of Business Owner, Latitude by Genesys
In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.
Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.
We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:
• Selecting the right channel capabilities at the lowest per-minute usage rate
• Consolidating disparate solutions into a single cost-efficient contact center platform
• Integrating AI-enabled tools to drive performance without increasing overheadReady to get out of the strategy and dive into the TCO math?
As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.