digital payments

Outbound First Contact Resolution

In conversation with Mark Sussex from illion.Mark explains the thinking behind call resolution on outbound contact and can help to create frictionless journeys. See the full interview and find out more about illion-> Here.

Frictionless outbound journeys

The full interview with Mark Sussex at illion. We chat about contact technology, how this has helped customers through the pandemic. We also chat about the concept of outbound first contact resolution and how a good frictionless journey is one that can resolve a customer query on that initial outbound contact without requiring the customer to then do something else driving inbound volume. Find out more about illion-> Here.

What’s next for digital?

In discussion with Mark Sussex from illion.Mark provides his perspective on what he seems as the next trend within digital, and how having a variety of tools to help customers is likely to be important and needed. See the full interview and find out more about illion-> Here.

Across the world: Collections impacts

In discussion with Mark Sussex from illion.Mark provides his perspective on how he has seen differing impacts with different timings in different markets for collections processes due to COVID19. See the full interview and find out more about illion-> Here.