Latest Videos

Video updates, interviews and clips

Designing with customer support in mind

Vanessa Northam from StepChange discussed some principles around proces and product design. With the Consumer Duty deadline approach fast is it a relevant and timely throught. Find out more, interviews and video clips->Here.

All change – contact details now changing frequently

A clip from the discussion with Hattie Fancourt at GB Group who explains how dynamic customer contact details are these days. In the modern world we are all moving, changing numbers, more it seems… although strangely keeping emails longer… all change and changing it seems Find out more about GB Group -> Here.

Engagement is getting harder – attention economics

Who else thinks that attention spans are getting shorter? What does that mean for Collections…? As James O’Hare from LINK Mobility explains.. we are now in the attention economy and it is now about creating thumb-stopping moments… If you have not heard about the attention economics it is worth having a look at… Find out more, interviews and video clips->Here.

Collections competes for Time, Attention and Money

With the cost of living increasing and our time getting ever more squeezed businesses and consumers are having to adapt… and we now also need to change.As Paul Chong from Ophelos explains it is a competition for attention and time… making our processes convenient, helpful and easy can make all the difference.Interesting perspective, especially given the start of this year. See the full interview and find out more about Ophelos -Here.… Read more

Feature Overload – Is collections made too complex?

Taking a step back for a second… are we making collections processes just too complex, too many bells and whistles, when at the end of the day this is about good customer conversations and outcomes? Mark Morrall and Ian Simpson from Indigo Cloud think this could be the case, however there is also a way to access some of these extra features, where they do make sense, at a more reasonable cost too… using cloud-native… Read more

The value of Community – for Customers in Collections

In this clip Guy Statter from Qualco talks about how the value of customer communities has worked so well in many areas of customer service, and whether this could also work within the collections process… helping people to help each other too… could this be the next frontier of collections support and service… a very interesting idea. Find out more about Qualco-> Here.