insideOperations: Call Monitoring
Call monitoring doesn’t just ensure that your collectors are saying the right things — e.g., the Mini-Miranda or recording disclosures — at the right time. It also can be a useful tool to help de-escalate a call that is becoming argumentative rather than productive. Call monitoring is also incredibly useful in training new collectors, as well as maintaining a high level of compliance among your existing collectors. Learn more.
Interactive Voice Response- Utilizing IVR Technology to Drive Agency Growth
Part of BillingTree’s Payment & Technology Spotlight Series, this webinar is devoted to the impact of inbound IVR technology. Featuring success metrics and feedback from both MVBA Law and Diversified Consultants Inc., the webinar will detail ROI, key implementation challenges and overall benefits to the organizations. Joining BillingTree in person via phone for this webinar is Raf Leszczynski, Director of Operations & Dialing Systems with Diversified Consultants, Inc. who will detail how his agency is utilizing inbound IVR technology today and their plans for the future. Learn more.
Delivering Proven Speech Analytics For Collections
The most important resource in your contact center is your agents; they are also your most expensive! Agents who forget to state the mini-Miranda or say that the calls they handle are being recorded increase your organizations exposure to compliance litigation. Using speech analytics as a compliance tool also drives agent productivity and collections performance as well. Ensuring that agents are always asking for a payment in full or that they are offering the highest settlement amount to debtors before lower ones will help drive collections and improve your contact center profitability. Join us on September 4th to learn how speech analytics for collections helps combat these issues, as well as drive better, more predictable agent workflows and increase collections. More info and register.
Debt Connection Symposium and Expo 2014
Red Rock Hotel – Las Vegas
Dennis and Judy Hammond present Debt Connection Symposium and Expo 2014, focusing on networking and connecting with clients, service providers, product suppliers, agencies, attorneys – at a whole new level. In addition to hearing presentations from a high-caliber faculty, a key ingredient of the Debt Connection Symposium and Expo concept is to have an opportunity to meet peers and other industry professionals, as well as finding new products and services that might make your job easier, better, more efficient, and more productive. More info.
insideCompliance: TCPA Clarity and Questions
Recent TCPA litigation has raised numerous questions about how – and if – the FCC’s 2008 declaratory ruling works in the real world. Instead of complaining about how court rulings could lead to the “erosion” of the TCPA provisions put forth in the FCC’s 2008 declaratory ruling, collectors need to be able to look at precedent, apply it to their current call policies and procedures, and make sure that third party service providers are doing the same. Learn how the courts have clarified some TCPA requirements for debt collectors in our 60-minute webinar with John Rossman and Dusty Whitesell. More info.
What Contact Center Leaders are Doing and Saying about the TCPA and CFPB – Insight from an In-House Counsel and Audit Experts
Driven by the immense interest in the topics covered in LiveVox’s webinar last month, the event will expand on key issues and span both TCPA and CFPB preparedness. This includes further elaboration on the latest observations regarding TCPA’s take on “consent” and “capacity” and the key aspects/pitfalls of CFPB preparedness.
In addition, Ops and technology veterans will discuss how LiveVox’s Four Clouds, an on-demand TCPA risk mitigation suite, was created to meet such demands and has since helped contact centers optimize the trade-off between risk and reward. More info.
Three Virtual Virtues: Agents, Negotiation & Settlement
Part of BillingTree’s Payment & Technology Spotlight Series, this webinar will feature Jeffrey Luskin, Creditor Relations Manager of National Recovery Solutions who will discuss how virtual technology can reduce cost, ensure compliance and increase revenue for collection agencies. More info.
FHI 360 – Washington, D.C.
insideARM.com is now enrolling students in its inaugural “class” of ARM-U, a two-day training and networking seminar in Washington, DC. ARM-U will feature educational presentations, panel discussions and networking opportunities with industry experts, peers and vendors. Because of the importance of their role cohesion, this one-of-a-kind event will bring senior compliance, operations and training officers together and allow them to learn from each other, discuss pitfalls and identify areas of improvement. Also, because there will be no exhibit hall, ARM-U is a unique opportunity to have a conversation – not a sales pitch – with industry vendors about your compliance and operational needs. More info.
NARCA 2014 Fall Collection Conference
Wynn – Las Vegas
The National Association of Retail Collection Attorneys’ Fall Collection Conference features ARM attorneys, collection staff, and vendors from all corners of the legal ARM industry. Network with peers and learn more about the rapidly changing legal collection environment. More info.
The 22nd Annual Financial Services Collections & Operational Risk Conference
The Cosmopolitan of Las Vegas
The 22nd Annual Financial Services Collections & Operational Risk Conference (formerly known as the Financial Services Collections & Credit Risk Conference) will bring together critical decision makers concerning credit and collections from all facets of financial services. More info.
ACA International’s 2014 Fall Forum & Expo
Hyatt Regency – San Francisco
The fun never stops in vibrant San Francisco, home to the Golden Gate Bridge, Alcatraz, Fisherman’s Wharf and more. Hitch a ride on a historic cable car. Climb Telegraph Hill for dramatic 360 degree views of the “City by the Bay.” More info.
National Center for State Courts’ e-Courts 2014
Red Rock Resort – Las Vegas
Every other year, the NCSC sponsors an e-Courts conference, which is designed to improve court effectiveness by educating court professionals about the latest breakthroughs and best practices in court technology. We expect the conference to draw more than 500 national and international participants. e-Courts also showcases one of the highest quality court technology exhibit shows available. More info.
ACA International’s 2015 Leadership Symposium (Members Only)
The Westin Resort & Spa, Whistler – British Columbia, Canada
Do you have what it takes to be a dynamic, effective leader in the credit and collection industry? Then ACA International’s 2015 Leadership Symposium is for you! Take your place and explore how your fellow industry leaders approach the same challenges you face every business day. More info.
18th Annual DBA International Conference
Aria – Las Vegas
DBA International is in full gear making preparations for our 18th Annual Conference – Passport to the Future. This conference brings together all the players in the industry – welcoming over 1,200 attendees and showcasing over 130 exhibit booths – and provides abundant networking opportunities with key participants in the debt buying industry including many of the major creditors and international members. More info.