Speakers
Collections Training Manager
Weltman, Weinberg & Reis Co., LPA
With a more than 20-year tenure at Weltman, Nikkia has worked her way up from Bankruptcy Specialist to Quality Auditor Analyst to Collections Training Manager. With the knowledge gathered from her diverse experience, including people, process and technology, Nikkia has created a robust collections program at Weltman that is both efficient and compliant.
Practice Leader, Consumer Experience Solutions
Provana
Deepak has more than 18 years of experience working with technology to improve and automate complex operations within the ARM space. Specifically, he is an expert in contact center best practices and how to leverage a combination of technology and processes to improve productivity. He offers a spectrum of observations from his broad credit and collections background.
Agenda
Listen to our on-demand webinar to learn how Weltman, Weinberg & Reis Co., LPA, one of the largest call-center-enabled law firms in the country, is using speech analytics to train agents and ensure compliance with new CFPB and Regulation F standards. Nikkia will describe how she uses call metrics to measure agent performance and track compliance against specific script elements.
With business operations across probate, subrogation and legal units that all operate independently from one another, maintaining consistent contact center performance across Weltman is not an easy task. Nikkia will share how she has combined her extensive background at Weltman with industry-leading speech analytics technology to establish a rich baseline of call center analytics that helps her run efficient and successful operations to this day.