Few conversations about the future of the contact center downplay economic wariness – and few sectors have more cause for concern than collections.
How will an economic downturn increase the risk of delinquency? How will it impact brands’ ability to properly resource their contact centers, and then empower those teams to collect from worried customers?
To answer these questions, CCW Digital joins TP Talks to discuss the Future of Collections. After separating fact from fiction when it comes to risk levels, CCW’s Brian Cantor and TP’s Roni Teson discuss ways to combine data, technology, and strategy to build the most proactive, customer-centric, and effective collections initiative … one that will excel no matter how the economic landscape evolves.
They also situate their conversation against broader CX trends, including the rise of omnichannel, the demand for empathetic engagement, and the need to rethink employee experiences.
The conversation begins in the below video, but it will reach the next level on January 18 when GM Financial’s Craig Paterson joins the full TP Talks session to share his unique perspective on the matter. Topics to expect:
- What is the present risk of payment delinquencies, and how does it compare to the early days of the COVID-19 pandemic?
- What steps should brands be taking right now to maximize results and customer satisfaction?
- How can brands balance phone and digital engagement in their collections (and broader CX) strategies?
- Amid well-documented staffing challenges, how can brands properly resource their contact centers – and ensure optimal agent engagement and proactivity?
- How can brands balance the need to collect payment with the expectation of empathetic, human-centric CX
Stay tuned for details on how to secure your free registration!