Matt Edmunds brings 20 years of hands-on industry and operational experience to his role at SoundBite Communications. As the Vice President of Financial Services and Collections, Edmunds leads sales, marketing, services, and product development efforts tailored for these industries. Prior to joining SoundBite, Edmunds was senior vice president of bankcard operations for Outsourcing Solutions, Inc, where he managed all facility, personnel, strategy and operations decisions for four call center sites with 600 full-time employees. In this role, he was a frequent user of SoundBite’s solution. Prior to joining OSI, Edmunds spent almost nine years at Capital One Financial Corporation leading various customer care and collections strategies. Matt Edmunds can be reached at firstname.lastname@example.org and LinkedIn. Follow him on twitter at @MattEdmunds10.
It’s no secret that many organizations are shifting away from expensive, outdated on premise deployments to cloud and hybrid solutions. With this movement to the cloud comes numerous vendors offering to improve agent productivity, lower costs and provide the biggest collections lift.
A few bad apples may have spoiled the bunch in Collections, but, maybe it’s time to take a new approach to Collections. It’s time to ask: Who cares about the Customer Experience (CX) in Collections?
With its recent acquisition of cloud‐based contact center provider SoundBite Communications, Genesys is poised to revolutionize the Accounts Receivable Management (ARM) industry.
Adding text messaging to your contact strategies increases contact rates, reduces agent costs, and increases collections.
Don’t be scared to be different this Halloween. Creating text conversations for debt collection can be a real “treat” when done right.
How can ARM companies maintain their contact rate metrics and increase collection rates in their existing campaign strategies? Design a strategy that includes channel blending as your secret sauce.
There are many things Tim Tebow can teach those of us in the collections and contact center world that can immediately change our fortunes.
Most of my conversations in the industry are with those individuals running the call centers who are aggressively striving for every bit of revenue they can get. If I had a dollar for every one of those individuals who expressed frustration over the frequent internal debates with their legal counsel about customer contact rules