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Show Notes
In today's episode, Christina is joined by Daniel Thebus, Senior Business Operations Manager at DISH Network.
With over 10 years of experience in the collections business, Daniel shares how he initially fell into the telecommunications industry and transitioned into the collection space at DISH.
The conversation delves into the shift in focus on customer-centricity during the collections process and how regulations and compassion have played significant roles in meeting customers where they are at. They further explore the unique position of DISH in the service industry, emphasizing the importance of customer-centricity in competition with other brands.
Daniel also sheds light on the evolving use of technology in the collections process over the past decade, particularly the shift to more text and email targeted campaigns. He elaborates on the importance of empathetic communication and personalized approaches to support customers in paying their debts.