Anna Hamilton

Collections as Customer Service: How Focusing on Humans Can Lead to Better Results

How Financial Institutions Can Turn Debt Collections Into Win-Win Experiences It’s a sad truth that a large percentage of Americans are in some state of debt collection. Whether caused by unforeseen events or unsound financial choices, millions of individuals are struggling with the burden of...

I Don’t Think those Words Mean What You Think They Mean – Redefining Customer...

Ask any financial services executive what their top strategic priority is, and they will likely say something to the effect of “improving customer convenience” or “removing friction from the customer journey”. Indeed, the latter statement was, verbatim, what 58% of respondents in Jim Marous’s 2020...

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