The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director in charge of collections, discusses how empathy and compassion during collections interactions have proven to increase promises to pay and result in higher revenue.
The CX Pod
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Collections: Turn a Negative Interaction Into a Positive Customer ExperienceFebruary 11, 2020