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The complete guide to executing an effective omnichannel collections strategy
The complete guide to executing an effective omnichannel collections strategy As we go through one of the biggest periods of economic change since the global financial crisis in the late 2000s, almost every household in the UK is being impacted by the affordability crisis. According to the Office for National Statistics, 93% of adults in […]
The missing link: what the travel sector needs to do to regain customers’ trust and loyalty
The missing link: what the travel sector needs to do to regain customers’ trust and loyalty In 2019, there were an incredible 1.9 billion international trips made globally and the travel sector accounted for almost 1 in 10 jobs worldwide.Then, it all came crashing to a halt as borders closed and planes remained grounded. Essentially, […]
How do your digital and voice strategies stack up against your peers?
How do your digital and voice strategies stack up against your peers? Are voice and digital channels competing or complementary? It’s a hotly debated subject that Arum and Sigma Connected have been looking into. Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do you decide? […]
From great exhaustion and great resignation to talent empowerment and operational scalability
From great exhaustion and great resignation to talent empowerment and operational scalability Employers and employees are facing a plethora of problems in the modern job market. With 1 in 5 workers worldwide considering leaving their positions in 2022, the great resignation seems to be in full swing across the globe. A recent PwC study states […]
Why South Africa is the ideal offshore customer service location
Why South Africa is the ideal offshore customer service location Are you considering offshoring aspects of your customer service but unsure where to start? In this ebook, we debunk some of the myths surrounding offshoring, such as cultural and communication differences, high costs, and how difficult it is to find an outsourcing team that adopts […]
Key trends in UK debt recovery in 2022
Key trends in UK debt recovery in 2022 Managing debt recovery is a challenge at the best of times. Ensuring a decent level of owed monies are repaid without alienating long-term relationships is never easy. Debt collection also takes on a social angle, especially when considering the extent to which recovery helps in poverty alleviation. […]
Retail in the digital age whitepaper
The changing face of retail: how to deliver customer service in the digital age Competition has steadily been heating up in the retail sector for some time. Customer preference toward online shopping is expected to continue as total worldwide sales are forecast to surpass $30 trillion (USD) by 2025. At the same time, retailers are […]
Customer Retention: What you need to be doing
Customer Retention: What you need to be doing Brand loyalty was tough before, but it’s been even tougher in recent years. According to McKinsey, 75% of consumers altered their brand preferences during the pandemic, and almost 40% deserted trusted brands to try new ones. There has never been a better time to develop brand empathy […]
How do your digital & voice collections strategies stack up against your peers?
How do your digital & voice collections strategies stack up against your peers? Choosing the right channel for engaging with customers is key to delivering the best customer experience. But how do you decide? When is it is right to automate the customer contact on a digital channel and when should the human touch remain […]
How To Deliver Exceptional Customer Service
From ‘good’ to ‘great’: How to start delivering exceptional customer service 10 Jun 2022 The energy sector is currently facing existential challenges. Though wholesale gas prices have gone up, price caps are forcing suppliers to sell at a loss. Consumers are also increasingly worried as new inflation highs mean they’re still struggling to make ends […]
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