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Summary:
In a podcast episode, Daniel CBus, Senior Business Operations Manager at Dish Network, discusses the importance of customer centricity in the collections process. He highlights the need to communicate with customers in the way they prefer, whether that be through phone calls, text messages, or emails. Technology has evolved to support these different communication channels, with text and email campaigns becoming more prevalent. The focus is on meeting customers where they are and providing transparency and empathy throughout the collections journey. Agents play a crucial role in this process, as they need to be able to articulate billing issues and provide clarity to customers. Overall, the goal is to positively impact a customer's view of Dish by showing compassion and finding amicable resolutions.
Key Points:
Customers have different communication preferences, so it's important to reach them through their preferred channels.
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