Industry

Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.

For a collections organization, live agents on the frontline represent the heartbeat of the organization. The productivity of the people who connect with consumers on a daily basis has a direct correlation with revenue . Having this knowledge top of mind provides management with a key set of strategies to increase productivity.

It’s been six years since the Affordable Care Act (ACA) was signed into law and the impact on the health insurance market has been clear: the shift from employer-based health insurance to a market of individuals is in full swing.

Recently, my family and I traveled from Boston to a vacation out West, leaving the cold, snowless city in search of sun and better skiing. We flew a national airline, rented a car, and stayed in a vacation rental home — all booked online. Mostly, it went fine.