Recorded Webinars

Innovative Insights Webinar Series

Featured Webinars

Sharpen the Knives. Analytics, Consumer Credit, and the Mortgage Meltdown.
* Featuring Patrick Culhane, Credit Score Visionary
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The Next Best Practice in Outbound: Taking Outbound Operations to the Next Level
* Presented by Cisco and Austin Logistics
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New Year, New You. Collections Best Practices for 2008 Results
* Featuring Patti Dunn, President, THE EDGE Consulting
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After the Fall: Emerging Strong from an Economic Downturn
* Featuring TowerGroup Analyst Dennis Moroney
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Identify Revenue Opportunities
* Presented by TSYS and Austin Logistics
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Make Every Call Count: Best Practices for Increased
Right-Party Contacts
* Featuring: Mike Schultheis, BMW Financial Services
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Target More, Collect More. The Importance of Customer-Level Treatment.
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It's Your Call ... Are You in Compliance?
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Best Practices in Pre-Agent Call Routing
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On Demand Webinar with CRMXchange
Account Level Marketing for Increased Retention and Profitability
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On Demand Webinar with CRMXchange
Priority Routing Based on Customer Value and its Role in Driving Retention and Profitability
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Reality Behind the Myth: How Champion/Challenger Testing is Driving Increased Collections Effectiveness
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The Changing Credit Landscape: Are Your Collection Strategies Up to Speed?
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Optimizing the Customer Experience: Credit Card Acquisition and Activation in the Contact Center
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Predictive Dialer Best Practices for Consumer Collections
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Time is Money! Automate and Centralize Dialer Operations for Maximum Efficiency
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Sharpen the Knives. Analytics, Consumer Credit, and the Mortgage Meltdown.

Webinar Overview:
Times are tough. Dramatic increases in credit delinquency rates and foreclosures are the current core issue of the US consumer economy. What started out as a "subprime mortgage meltdown" has now spread to a risk of recession.

To survive, managing consumer credit as we know it, will need to change. Once proven industry best practices no longer cut it.

Sharpen the Knives.
Join Patrick Culhane, credit score visionary and industry icon and Austin Logistics and learn how to manage risk and revenue in this economic downturn. Discover practical considerations for dealing with this tough economy. Identify ways that you can leverage data and analytics to give you the decisioning strength you need to emerge a success.

Download this recorded event and gain access to Pat Culhane, one of the industries greatest innovators. Hear first-hand best-practices that will lead you through this challenging time and give you the guidance needed to drive profitable results.

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About Patrick Culhane
Patrick Culhane is a pioneer of modern customer analytics, having led the development, distribution and marketing of Fair Isaac's industry standard credit bureau scores. In over 15 years with Fair, Isaac and Company, he developed and managed successful relationships with clients, technology firms, and distribution partners in the U.S. and around the world. As head of the Financial Services Unit for Fair, Isaac, Culhane managed a worldwide staff of over 600 and had P&L responsibility for the core FI business unit worldwide -growing revenue and earnings in excess of 20% annual rate over 4 years. The founder and Principal of The Culhane Company, LLC Culhane currently provides consumer analytics advisory services to a leading U.S. financial services company. He also serves on corporate, non-profit and advisory Boards. Culhane holds a M.S. in Statistics from Stanford University and a B.S. from the University of California where he was Phi Beta Kappa.

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The Next Best Practice in Outbound: Taking Outbound Operations to the Next Level

Webinar Overview:
Is regulatory and policy compliance negatively affecting your outbound operation center? Does your outbound solution help you address everyday concerns such as operational efficiency, customer loyalty, and retention? These are just a few critical business challenges that are top of mind for every outbound contact center. Contact center managers, including dialer administrators, are expected to manage these challenges and complexity while still achieving various goals. Having an advanced campaign management strategy is more important than ever.

Take your outbound operations to the next level. With a robust outbound contact management solution that automates campaigns and simplifies strategy implementation, your contact center will achieve new levels of efficiency and deliver faster return on investment. The overall solution uses the enterprise-level scalability and routing of the Cisco Unified Contact Center Enterprise platform.

Download our Web Seminar to learn about best practices used to transform contact centers, eliminating conditions causing dialing inefficiencies.

Primary topics include:
- Automating campaign implementation
- Managing real-time intraday disruptions
- Balancing and sharing campaigns across agents and dialers
- Easily deploying multiple custom contact strategies
- Helping ensure compliance and policy management

Learn how to maximize your outbound dialing operations by downloading our complimentary Web seminar.

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New Year, New You. Collections Best Practices for 2008 Results

* Featuring Patti Dunn, President, THE EDGE Consulting

Webinar Overview:
The countdown has ended, but the New Year has just begun. With a new year comes new challenges. Are you prepared for what 2008 has in store?

It's all over the news ... recent economic conditions have caused a consumer credit crisis. Delinquencies are rising. Plus, it is getting harder and harder to reach delinquent customers. What once was a hard job continues to get harder.

Keep collecting. We can help.
Join Patti Dunn, President of THE EDGE Consulting and Austin Logistics and discover proven collections best practices to gain results in 2008.

With over 25 years of professional experience in the credit and collections field, Patti will take an expert look at current and rising industry and operational challenges causing friction in collections environments. More importantly, this webinar will disclose operational opportunities available to address these challenges.

Download this webinar and discover best practices that will take your collections operations to the next level. Learn the steps you can take for results in 2008.

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About Patti Dunn
Patti Dunn has 25+ years of professional experience in the credit and collections field. In her position with Fingerhut as Director of Collections and Recovery and Vice President of Operations for Axsys National Bank, she was responsible for all collection and recovery activities for the $2 billion portfolio including operating multiple call centers with 850+ employees, developing early out and outsource programs, risk management, as well as managing a large collection agency/law firm network. Bad debt recovery responsibilities included design of all segmentation strategies, audit processes and performance reporting on an active inventory of $1.4 billion.

During her tenure with Fingerhut, she was one of the first in the industry to develop bad debt recovery strategies utilizing internally developed behavioral scoring models that resulted in a significant increase in net recoveries. She also introduced new call center technologies such as best time to call software to improve productivity.

After the Fall: Emerging Strong from an Economic Downturn

* Featuring TowerGroup Analyst Dennis Moroney

Webinar Overview:
Did you book a lot of new accounts before the credit crunch? Are you sacrificing your good customers because you're too focused on the risky ones? Is it even possible both to contain risk and grow revenue in today's economy?

Yes.

Find out how. Download our webinar, "After the Fall: Emerging Strong from an Economic Downturn," featuring TowerGroup analyst Dennis Moroney. He'll give a fresh perspective on how this year's consumer holiday spending trends will affect your organization's risk and collections efforts in 2008 and beyond. You'll also learn about the tools and solutions you'll need to decrease your risk profile while increasing your bottom line.

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Dennis Moroney is a senior research analyst at TowerGroup, responsible for bank cards industry research activities. Dennis has over 25 years experience in the financial services industry. He has worked in consumer banking, retailing and consulting. His experience includes senior-level positions at Citicorp, Macy's NY, Chevy Chase Bank, and USAA. He also was the CEO of several technology and financial services startups.

Tom Miller brings over 15 years of experience to the Austin Logistics management team. His expertise includes credit line management, collections, fraud, authorization and credit portfolio management, as well as application processing. Since 1996, he has provided risk management consulting for dozens of Austin Logistics customers, and has presented a variety of topics related to risk management and analytics at industry conferences.

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Identify Revenue Opportunities

* Presented by TSYS and Austin Logistics

Webinar Overview:
Take the most profitable path. Identify and take advantage of key revenue building opportunities with predictive analytics as your map to success.

Download this webinar and discover how predictive analytics can help you identify these revenue-enhancing opportunities and guide you in the direction toward increased profitability. From credit card issuing and line assignment to cross/up-selling to retention offers, learn how to make the most profitable decisions with every customer interaction.

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Make Every Call Count: Best Practices for Increased Right-Party Contacts

* Featuring *
Mike Schultheis, Outbound Communication Manager,
BMW Financial Services

Webinar Overview:
It is no secret. Right-party contacts drive increased success in outbound contact centers. But it's a constant challenge to improve on right-party connects. Often, a company's RPC strategy is to increase the intensity of calls and the penetration of call lists. As you know all too well, this method can be very costly, and often doesn't deliver the desired results.

Take a more effective approach to increasing right-party contacts. Download this webinar and discover how forward thinking contact centers are turning to the power of predictive analytics to make more right-party connects and to gain a competitive advantage. Hear firsthand the steps that BMW Financial Services is taking to increase their outbound success.

Don't miss out. Download now.

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Target More, Collect More. The Importance of Customer-Level Treatment.

Webinar Overview:
All customers are NOT the same. In today's competitive collections environment, segment-level decisioning no longer cuts it. Different customers respond to different treatments.

Improve your treatment targeting and collect more dollars. Make the most out of every customer contact by taking the most profitable route.

Learn how customer-level treatments will improve your collections strategies, improving profitability while optimizing your operations and resources.

Get better collections results with Collections Treatment Optimization. Learn how, download today.

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It's Your Call ... Are You in Compliance?

Webinar Overview:
It's your call ... are you in compliance?

Regulatory compliance in an outbound contact center is serious business. There is no room for error. It's up to you to make sure that your organization is compliant. This can be tough.

Stay on top of the latest trends. Discover the steps that forward-thinking contact centers are taking to ensure compliance. Download this webinar and learn best practices your organization can take to reduce compliance risk and gain operational efficiency.

It's your call, make sure it is compliant.

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Best Practices in Pre-Agent Call Routing

Webinar Overview:
In today's highly competitive marketplace, it is important for customer service contact centers to keep the focus on the customer experience. At the same time, there is a big push for increased profitability. The secret to success is to keep your customers happy while maximizing their profitability. But how?

Download this webinar and learn how pre-agent call routing is changing the future of customer service contact centers and driving increased profitability. Join us as we take a look at proven best practices being taken to maximize cross-sell/up-sell, customer satisfaction, and retention in the customer service contact center.

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Account Level Marketing for Increased Retention and Profitability

Webinar Overview:
Successful customer retention isn't just about keeping your customers; it is also about maintaining them profitably. Traditionally, marketing systems have tried to address retention offers through general response scores and segmentation rules. In today's environment, where you have numerous potential offers as well as complex business policies and constraints, response scores and rules don't scale for the most profitable decisions.

Download this webinar and discover the steps that marketers are taking to identify the most profitable retention offers. Learn how to maximize your marketing dollars by identifying and applying targeted treatments at the account level. Explore ways that you can stay ahead of your competition and optimize the results of your marketing efforts for increased profitability.

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Priority Routing Based on Customer Value and its Role in Driving Retention and Profitability

Webinar Overview:
If a customer is likely to churn or close their account, can you identify them in time to take proactive measures? Before an "at risk" customer selects self-service can you route them to an available agent resource for a proactive retention treatment?

Download this webinar and learn how inbound routing based on customer value is changing the future of contact centers and driving increased retention and profitability. Discover steps you can take to rev up your current operations to stay competitive while addressing new challenges and identifying opportunities.

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Reality Behind the Myth: How Champion/Challenger Testing is Driving Increased Collections Effectiveness

Webinar Overview:
Fiction: Champion/Challenger testing is very complicated and not worth the effort.

Fact: Champion/Challenger testing can drive increased campaign effectiveness and agent productivity in your contact center and there are ways to make testing feasible.

Don't fall into the trap of thinking Champion/Challenger testing is unreliable, intrusive to dialing operations and a burden on agent efficiency.

Download this webinar and say goodbye to the many unproductive hours you've spent preparing and implementing Champion/Challenger tests that deliver unreliable and biased results. Learn how innovative companies are improving their dialing strategies by implementing Champion/Challenger testing in their collection contact centers-without risking operations.

Join Astrid Rial, President, Arial International and author of the management report Best Practice in Consumer Collections, and Tom Evans, Product Manager, Austin Logistics as they reveal some of the most sought after best practices in Champion/Challenger testing that many of the top financial services companies implement for outstanding results.

Listen to this webinar and learn how that Champion/Challenger testing can be used in your contact center to deliver accurate, un-biased results that will continue to drive increased campaign effectiveness.

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The Changing Credit Landscape: Are Your Collection Strategies Up to Speed?

Webinar Overview:
The traditional methods of defining effective collection treatment strategies no longer keep pace with today's competitive dynamic marketplace. Behavior scores are not precise enough and segmentation rules are not scalable enough to solve the increasing complexity of today's collections challenges.

Download this webinar now, and learn how Action Analytics™ combined with the power of optimization and simulation can determine the best account level collection treatment that match with your business strategies-resulting in more dollars collected and a faster response to market changes.

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Optimizing the Customer Experience: Credit Card Acquisition and Activation in the Contact Center

Webinar Overview:
Can you prioritize service in the contact center based upon the potential value of a prospect? While a customer is activating their credit card in self-service, can you route the high value calls into the call center when there is available agent capacity?

Download this webinar to learn about how our new technologies can rev up your current operations to address new challenges and opportunities. Explore innovative ways to optimize call center operations while generating additional revenue.

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Predictive Dialer Best Practices for Consumer Collections

Webinar Overview:
Join Astrid Rial, President and Founder of Arial International (www.arialinternational.com) and author of the book Best Practice in Consumer Collections, as she outlines international Best-of-Class strategies, productivity indicators, dialing parameters, optimal system functionality and supporting technology to optimize the performance of your dialer in consumer collections operations.

Don't miss out, download our recorded webinar now.

Download Now!

Time is Money! Automate and Centralize Dialer Operations for Maximum Efficiency

Webinar Overview:
The manual intervention and decentralized operations of single and multi-dialer environments in the Outbound Call Center cost companies millions of dollars. The result is lack of operational efficiency, poor adherence to policy guidelines and regulatory compliance, and significant time to plan and implement strategic activities. Caught in the middle are call center managers who struggle to run campaigns flawlessly and agents relying on effective dialer operations to meet their individual goals.

But time is money. Learn how large financial services companies have turned their Outbound Call Center operations into models of efficiency. By automating and centralizing operations, these companies have virtually eliminated manual processes and solved the possibility of violating corporate policies and government regulations, taking back hours of efficient operations and giving call center mangers and call center managers the ability to better manage operations across individual, regional and national facilities.

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