digitalisation

Across the world: Collections impacts

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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.

Changing dynamics: Ability and propensity to pay

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In conversation with Freddy Kelly from Credit Kudos. We discussed some of the changing dynamics in Collections, particularly around propensity and ability to pay. Many customers may have not changed their desire to pay, but they have been impacted by factors out of their control. See the full interview and find out more about Credit Kudos -> Here.

Video Call Productivity: Avoiding Fatigue

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In conversation with Freddy Kelly from Credit Kudos, we discuss video calls, how they have become back to back, and whilst this may be good for productivity he is also thinking about the wider impact on wellbeing, for his team. See the full interview and find out more about Credit Kudos -> Here.

Value Exchange: Drivers of open banking in Collections

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In conversation with Freddy Kelly from Credit Kudos. Freddy discusses how Open banking has been adopted across the customer lifecycle, and in particular some of the barriers and thoughts to drive adoption in Collections. See the full interview and find out more about Credit Kudos -> Here.

Outbound First Contact Resolution

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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

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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.