Business Revolution Week: The Transition to Work From Home (WFH) Amid COVID-19

November 7, 2020
Speakers: Kelly Paul, Stephen Manz, Todd Welch

Learn how the pandemic affected collections at ERC, and in what ways credit and collections professionals must adapt moving forward.

As with most companies, CX organizations were forced to take immediate action to continue providing services for their customers during the COVID-19 pandemic. ERC was one of those companies that transitioned customer service agents and other employees to work from home (WFH). However, ERC was able to more quickly adapt to this new arrangement due to a WFH model adopted well before the pandemic. In this discussion, senior leaders from ERC talk about how the company was able to continue providing exceptional customer experiences in the midst of a new way of working.