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With the profound disruption that collection organizations have been facing, many have become increasingly reliant on using omni-channel communications – email, two-way text, interactive virtual agents, payment portals, and other communication technologies – to supplement their stretched collection teams.
The scalability of automated communication technologies – and the fact that many consumers prefer not to speak to collection agents about delinquent debt – makes the value of omni-channel communications obvious. But how do you decide which channels to use with which customers? What kind of messaging should you use? How should you time and sequence different communications? And how should you incorporate collection agent outreach with your automated communications?
This webinar will describe five analytics – from simple to complex – that can significantly improve the success of your omni-channel collection efforts. These examples include:
In addition, we’ll discuss analytics to compare channel performance and measure ROI.
Who Should Attend: Collection, digital engagement, customer/member experience, risk, loss forecasting, and other professionals tasked with developing and executing collection strategies.