In this conversation with Pedro Maya we discuss optimizing collection strategies in the evolving digital landscape, especially in the North American context.
The discussion covers the use of digital SMS channels for engagement, the impact of legal concerns, and the importance of early engagement in effective collections. Strategies for handling high-risk customers, leveraging artificial intelligence (AI), and aligning employee incentives with customer needs are explored.
There is an emphasis on continuing investments in collections and technology, suggesting an omnichannel approach and addressing legal issues for successful outcomes.