Electronic Invoice Management: Level Up Your Business

Electronic Invoice Management: Level Up Your Business

Office processes like invoice management are built and refined through countless rounds of trial and error. Usually though, companies don’t have time to dedicate to changing an entire end-to-end process. As technology advances and consumer communication preferences shift, this can cause a big problem. If your office is only changing sections of your customer invoicing process without reviewing the big …

Best Practices, Tools, and Strategies to Improve Customer Service Quality

Best Practices, Tools, and Strategies to Improve Customer Service Quality

Using a range of strategies to improve customer service quality is the best way to ensure you’re prepared for any type of issue. After all, problems can occur anywhere along the customer journey. It’s important to strive for excellent customer service with high quality standards to build trust and brand loyalty.Basic Customer Service Skills Before making big changes to your …

Expert Advice to Create Call Center Employee Career Development Plans

Expert Advice to Create Call Center Employee Career Development Plans

Every time a good employee quits, your office loses knowledge and experience that could have enriched your organization. If you’re tired of training people only to lose them months later, consider adding a career development plan to your employee pipeline. Beth Conklin, Director, Organizational Training and Development at State Collection Service, Inc. and Hal Trapp, AVP, Organizational Initiatives at Receivable …

6 Step Blueprint to Prevent Call Center Burnout and Stress

6 Step Blueprint to Prevent Call Center Burnout and Stress

Many collectors experience call center burnout in their careers. Back to back negative calls, pressure to meet goals and countless other factors can contribute. When your call center agents are in this position, they can’t recognize missing opportunities for collection (making the problem worse). Luckily, CollectorLive! provides debt collectors in all stages of their careers with tools, tips and education …

Improve Call Center Operations Through Training and Technology

Improve Call Center Operations Through Training and Technology

Improving your call center operations is an ongoing struggle. You want to provide the best customer experiences possible but managing large teams and standardizing processes is hard. From acquisition to customer service to payment, there are many steps where the system can break down. Investing in workflow tools and the latest training techniques will make life easier for your customers …

Make the Right Hiring Decision: Tips for Interviews and Resume Reviews

Make the Right Hiring Decision: Tips for Interviews and Resume Reviews

Today’s post is a guest blog written by Mary Shores, agency owner of Midstate Collection Solutions. It’s no secret that hiring has become a challenge in most industries, and the debt collection industry is no exception. We spend time writing job descriptions and interviewing, only for our candidates to change career paths. Or, we choose a bad hire who only …

Money Management Tips for Every Stage of the Business Lifecycle

Money Management Tips for Every Stage of the Business Lifecycle

No matter where your organization falls in the business lifecycle, managing the financial health of your company will always be crucial for success. Even the biggest corporations in history have run into cash issues. It can happen to anyone. In fact, issues with cash flow are the leading cause of business failure. Luckily there are ways to improve. Being proactive …

Automation Solutions: How to Identify Areas of Opportunity in AR

Automation Solutions: How to Identify Areas of Opportunity in AR

How much of your staff’s time is spent doing repetitive tasks? How much of that time could they devote to more important issues? Automating these simple processes streamlines day-to-day responsibilities. If you manage operations for your call center, collection agency or office, identifying automation solutions that will impact your business should be a priority.Why Look for Automation Solutions?Why are automation …

4 Pillars of An Empathetic Communication Strategy in Healthcare Collections

4 Pillars of an Empathetic Communication Strategy in Healthcare Collections

Since the beginning of the COVID-19 pandemic, “empathy” and “compassion” have been buzzwords in almost every industry. People are craving the human connection and understanding that comes with empathy, which is why now more than ever, understanding empathy and compassion is extremely important. Luckily, I’ve got you covered. For the past 15 years, I’ve studied neuroscience and conducted communication experiments …

EBOs and the Patient Experience in Healthcare Billing

EBOs and the Patient Experience in Healthcare Billing

The patient experience in healthcare billing is an essential (often overlooked) part of the healthcare revenue cycle. Every medical organization understands that patients need to feel involved in their care during medical services but don’t always extend that importance when it’s time for patients to pay. As an extended business office (EBO) for a healthcare organization, what does the patient …