First Contact Podcast | Season 3 | Episode 1 Changing Customer Perceptions in the Collection Industry and the Rise of Self-Service, with Harry Strausser III Changing Customer Perceptions in the Collection Industry and the Rise of Self-Service, with Harry Strausser IIIhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales at NobelBiz 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 Harry is a veteran of collections both as a second-generation business owner, an industry member, and a certified ACA instructor for 31 years. He is currently the President of Applied Innovation, a company providing cutting-edge technology and a suite of solutions for the ARM industry. There is such an impressive amount of experience under his belt that a short intro would simply not do it justice. https://nobelbiz.com/wp-content/uploads/2022/02/Website-roundPic-Harry.png GUEST Harry Strausser III President at Applied Innovation Inc. Explore more from this episode... Video Mentorship and Navigating Meaningful Decisions Besides following his dad’s footsteps as a second-generation collector, Harry has always loved education. He considers himself fortunate to do what he loved in the collection industry while also pursuing teaching, consulting, and coaching. Video Embracing technology and assisting the ARM industry on all levels From a satisfied customer of Applied Innovation’s product to the current president, Harry shares its numerous benefits and improvements to an ever-changing compliance landscape. Video + Article The Rise of Self-Service in the ARM space Technology has changed the ways agencies collect entirely. Self-service has become important in debt collection not only because it improves CX for every type of business and because it’s also more cost-effective than before. Video Changing Perceptions of Debt Collections Harry is a firm believer that debt collections’ popular and negative perception is very much a thing of the past. Training and new technology have opened new ways of communication and empathy, reframing the view and industry's bad rap. Video Moving forward during COVID-19 The pandemic brought on a whole new set of challenges and a few positives: the modernization of collections practices may become the norm in this space. Has the industry become more resilient? Moving forward requires adapting and anticipating. Video + Article How to retain top talent and make WFH more enjoyable WFH brought a lot of opportunities in many industries, but the flip side of this has worsened the retention and turnover issue. How are companies embracing remote work and finding new ways around this to keep a holistic view and create a positive employee experience? MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!