(Inbound) Smart Inbound Customer Handling and Call Routing Efficiency - As consumers shift to more self-service and outbound voice dials decline, optimizing inbound call handling is an increasingly strategic aspect of collections strategy.
(Preference) Consumer Preference and How It Will Shape the Future - Consumers will continue to demand that companies communicate with them in ways that they prefer. How and should this be accommodated in collections?
(Data) Data Management for Strategic Flexibility - Organizing and maintaining data in a way that allows strategies to be modified in a timely, measured and controlled manner.
(Self Service)The increasingly Independent Consumer - The increased skill and ability of consumers to resolve business matters independently allows for lower cost, creative self-service solutions in the complex areas of collections (payment plans, settlement negotiation, etc.).
(AI) What Artificial Intelligence Can Teach Us - As the amount of data being poured into artificial intelligence grows, what we know about consumers and how we can support them with ease becomes apparent. This session will share the smartest and most effective ways AI tools are optimizing consumer interaction.
(Debt Buying) The Status and Outlook of Debt Buying - An update on the latest in the debt buying arena.
(Channel Execution) - A Marketing Approach to Consumer Outreach - As consumers become increasingly selective about when, how and with which companies they’ll communicate with, it’s important for strategists to start approaching consumer contact with a marketer’s mindset.
(DSA) Debt Settlements Strategy - The latest strategies to drive improvement on debt settlement portfolios.