Video Update

Extra video content – interviews & clips

The Lending Dilemma: High Street Banks vs. Credit Unions

In the clip, Andrew Rabbitt discusses the importance of effectively collecting debts to prevent long-term negative consequences for individuals. He argues that not addressing debt issues promptly can impact individuals when future lenders or service providers assess their financial history. Acknowledging that the credit sector needs improvements in data reporting and accessibility, emphasizing the importance of quick and convenient interactions with borrowers, however he suggest that delaying notifications about missed payments is counterproductive and can lead to worse recovery rates.… Read more

Will AI replace Agents?

In the UK, people’s perspective on AI in contact centers differs from that in the U.S. In the past, the U.S. leaned towards replacing agents with AI, but this attitude has shifted significantly. The belief that AI will replace agents has diminished due to a better understanding of AI solutions’ capabilities in the market. The initial concern about AI taking jobs has been dispelled as people recognize the actual impact of AI in contact centers. Find out more about ContactBabel… Read more

The AI evolving workplace – it’s nearer than we think

In this clip, Joseph Twigg explains the future workplace where onboarding includes voice recognition setup. Meetings and interactions are recorded, transcribed, and followed up on automatically. This system, feasible with current technology, schedules follow-up meetings, generating notes and actions. It aids in balancing hybrid work patterns by integrating both in-office and remote work aspects, ensuring equal participation and efficiency regardless of location. This advancement in workplace tech optimizes organization and communication, reflecting a shift towards more digitally integrated work environments.… Read more

Digital – helping customers open up – better engagement

When individuals who have never fallen behind on loan repayments experience their first missed payment, they may feel embarrassed and reluctant to seek help. They might choose to ignore the issue, hoping it resolves itself over time. Consequently, they are less likely to proactively disclose their struggles and ask for assistance. To address this, sending a straightforward email with various available options can be effective. The email should assure borrowers that support is accessible and provide details on the alternatives… Read more

Digital or Voice – Current themes

Rob Wiles highlights the enduring relevance of voice as the most widely used channel across all demographics and businesses. However, the surge in digital channels can be attributed to the consumer demand for round-the-clock accessibility and self-service capabilities. Whether it’s through voice or chat bot channels, the convenience of self-service has greatly contributed to their adoption. Major players in the customer relationship management (CRM) sector, such as Salesforce, have introduced their own digital channels to cater to customer needs. This… Read more