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Defensive vs. Strategic Innovation: How Leading Companies Stay Ahead
Every company likes to talk about innovation. It’s a shiny buzzword, a catch-all for “we’re doing something new.” But peel back the layers, and not all innovation is created equal. Some companies innovate strategically, driven by vision, operational efficiency, and customer needs. Others innovate defensively, reacting to external pressure, regulatory changes, or competitor moves, often
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From Customizable to Configurable: The Shift in Financial Services Software
Not long ago, software felt a lot like ordering a tailored suit. You’d pick a core system off the rack, then hire developers to hem it, stitch on new pieces, or pay hefty Professional Service fees to make it “fit” your business. Every new feature or change meant rolling out the sewing kit again. Fast
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How Teams Are Wasting Valuable Data & Insights
Most companies have a hidden landfill. It’s not outside the office. It’s buried in your systems. Every failed test, half-finished experiment, or ignored signal gets tossed in, never to be seen again. Meanwhile, your competitors are mining their landfills for gold. Here’s the uncomfortable truth: most teams already have enough data to make smarter decisions,
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Abstrakt Announces Partnership with Five9
PHOENIX, October 1, 2025 – Abstrakt, a leader in real-time agent assist and QA automation, announced its partnership with Five9, the intelligent CX platform provider. Together, they will deliver real-time agent assist and automated QA inside the Five9 Intelligent Cloud Contact Center, helping organizations improve call quality and streamline operations. By combining Abstrakt’s real-time agent
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Why Collectors Need to Think Like Marketers
Debt collectors and digital marketers may not seem like they have much in common. One is focused on persuading someone to pay a bill; the other is trying to sell them a new pair of sneakers or a vacation package. But at the core, both rely on the same thing: understanding consumer intent. Marketers have
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The Hybrid Future of Collections AI
If you’ve ever worried an AI bot was coming for your job, relax. It’s more likely coming for that tedious RPC verification you hate doing anyway. In collections, it’s easy to hear “AI” and picture a robotic takeover. The headlines don’t help, plenty of breathless coverage makes it sound like machines will be running entire
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5 Subtle Signs Your Top Agent Is Quiet Quitting
Your best collector isn’t hitting goal. Again. You chalk it up to a rough month, a tough portfolio, or new agents pulling more attention. But then another month passes, and the numbers still aren’t there. What gives? Burnout and quiet quitting don’t always show up with a dramatic resignation letter or a direct complaint. Sometimes
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Operations Leader’s Playbook for Remote Contact Center Teams
Remote work isn’t new. In a post-2020 world, contact centers have gone through massive change, and not all of it’s been smooth. Attrition is up. Engagement is down. And “just walking the floor” is no longer a management strategy. The shift to remote and hybrid teams forced operations leaders to rethink visibility, coaching, and culture.
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Virtual Agents in Debt Collection
The rise of AI in debt collection is no longer theoretical. Virtual agents, AI-powered systems handling conversations via voice, text, email, and chat, are already shaping how organizations communicate at scale. But innovation in a regulated industry comes with high stakes. Choosing the wrong tool can mean compliance headaches, reputational damage, and wasted spend. The
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The Innovation Roadmap: Balancing Risk, Culture, and Change
Overview: If you’ve ever tried launching a new initiative inside a highly regulated organization, you know the feeling: a cocktail of ambition, red tape, and the soul-crushing phrase, “we’ve always done it this way.” But innovation isn’t optional anymore. The speed of technological change means you either evolve or risk falling behind. This post offers
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Your Agents Don’t Hate Speech Analytics
Your agents don’t hate speech analytics… They hate how leadership is using it. If your GPS interrupted you every 10 seconds while driving, “Turn left. Not now. In 2 miles. Never mind, rerouting.”… you’d rip it off your dashboard by day two. That’s what speech analytics feels like to your agents when it’s overused, misused,
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The End of Anecdotal QA
Remember when QA meant reviewing five random calls a month and hoping for the best? Those days are over. Or at least, they should be. In 2025, the most forward-thinking teams aren’t relying on anecdotes, gut checks, or the infamous “one person with a clipboard” coaching model. They’re using real-time and post-call AI analytics to