Author: Jen Oslan – Director of Customer Success
Jen thrives on creating and implementing strategies that drive success and is always eager to learn. Outside of work, she enjoy golf, pickleball, soccer, hiking, wake surfing, and time outdoors. She is also a proud dog mom to a Alaskan Klee Kai.
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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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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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RPA: Practical Automation Wins for Compliance-Heavy Industries
Let’s be honest, “Robotic Process Automation” sounds more intimidating than it actually is. Despite the high-tech name, it’s less about robotics and more about freeing up your team’s time by eliminating tedious tasks. RPA is more like a reliable assembly line worker who does the same task, the same way, every time, no caffeine required. …
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The Call Center Efficiency Playbook
Call centers face immense pressure to cut costs while maintaining or even improving customer experience (CX). Balancing efficiency and CX is a challenge – cutting corners too aggressively can lead to frustrated customers, higher churn rates, and burnt-out agents. However, with the right strategies, call centers can optimize operations, reduce handle times, and boost agent…
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The Science of a Great Call: What Top Agents Do Differently
Most of us have experienced it. Some customer service calls are smooth, efficient, and even enjoyable, while others feel like a frustrating maze of confusion. What makes the difference? It turns out that what top agents do differently can be replicated. They follow a set of behaviors backed by science, psychology, and best practices. Great…
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Avoiding the Pitfalls of Technology Adoption
Adopting new technology can revolutionize your business, boosting efficiency, enhancing customer experience, and solidifying your competitive edge. However, when poorly executed, technology implementation can lead to wasted resources, frustrated teams, and unmet expectations. Industries such as call centers, financial institutions, debt collections, and insurance companies are particularly dependent on technology to handle high customer volumes,…
