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“If I can just keep everything together for a few more weeks, we’ll make it through this.”
If you’re like me, you’ve probably been saying that about pretty much everything for the last six or seven months. Whether it’s my kids’ schools, the economy or a never-ending bathroom renovation, I’m desperately seeking some normalcy in my life. And I want you to have some, too. But after seven months of complete weirdness, I believe we need to radically shift how we think about our lives and businesses — and do our best to future-proof our accounts receivable management (ARM) operations for the long haul.
The Latitude team at Genesys meets regularly with our Latitude Advisory Board (ARM customers, insiders and partners) to ask them what they’re thinking. We used to talk primarily about features and functionality for the LatitudeTM by Genesys software. But, increasingly, our conversations are more about the economy and politics — and what stakes those have for the ARM industry. We’re using these conversations to make the best decisions we can about what lies ahead.
Our most recent session a few weeks ago basically came down to two things:
And based on those findings, we made our future-proofing conclusions.
Now equipped with these knowns and unknowns, here are a few ways to future-proof ARM operations.
Maybe I’m overly cynical, but I’ve concluded that waiting for normalcy to arrive is a fool’s game. I’ve resolved to “embrace the weird” when it comes to the next 24 months. Some say to me, “Cris, that’s just another way of saying you’re ready to pivot.” I say, “No, a pivot is a turn in another direction — left or right. I’m talking 360 degrees, upside-down, flip-around, 4th dimension-style pivoting!”
I know Genesys can solve most of the points listed above. You might already know about Latitude by Genesys, but you might not know of the Genesys CloudTM platform, our all-in-one contact center solution.
With Genesys Cloud, you can spin up a fully functioning contact center from soup to nuts — telephony to technology — in just a few days. The modern architecture allows Genesys to constantly update capabilities, assuring you get the latest features the moment they’re released. Digital channels, inbound, outbound (TCPA-indemnified), collaboration capabilities, workforce management — everything you need is in there, at a price that’s likely less than what you’re paying now. Best of all, it’s fully integrated to Latitude by Genesys, giving you a “collection agency in a box.” Just add agents.
Our upcoming webinar about future-proofing your collections center in a pandemic era will give you an in-depth look at the Genesys Cloud platform and integrations, plus a few other surprises and offers.
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