# CBE Companies > CBE Companies --- ## Pages - [CCPA](https://www.cbecompanies.com/ccpa/): California Consumer Privacy Act By submitting this Request Form to you, CBE Companies, Inc. , I certify that I am... - [Careers](https://www.cbecompanies.com/careers/): Explore job opportunities at CBE Companies. Join a team that values diversity, professional growth, and employee well-being. - [Leadership](https://www.cbecompanies.com/leadership/): Discover the executive and senior leadership team at CBE Companies, driving innovation, strategic decision-making, and a commitment to DEIB. - [CBE Cares Application](https://www.cbecompanies.com/cbe-cares-application/): CBE CARES APPLICATION - [CBE Tech Self Service](https://www.cbecompanies.com/cbe-tech-self-service/): CBE Tech Self Service Tech Support SMS Texting Service Text 319. 302. 9900 to Contact Tech Support SMS Text Support... - [Transparency in Coverage](https://www.cbecompanies.com/transparency-in-coverage/): Transparency in Coverage The link below leads to the machine-readable files that are made available in response to the federal... - [Privacy Policy](https://www.cbecompanies.com/privacy-policy/): Privacy Policy Privacy Policy Last Updated December 16, 2024 Who Are We? CBE Companies, Inc. (the “Company”), headquartered in Cedar... - [Contact](https://www.cbecompanies.com/contact/): Contact us Explore the options below to get in touch with us! We’re here to help. - [News](https://www.cbecompanies.com/news/): Check out the latest news from CBE Companies on our blog. - [CBE Cares](https://www.cbecompanies.com/cbe-cares/): Discover how CBE Companies fosters community engagement through volunteer programs, charitable donations, and sustainability initiatives. - [About](https://www.cbecompanies.com/about/): Learn about CBE Companies, a leader in ARM and BPO solutions since 1933, committed to innovation, integrity, and community engagement. - [Home](https://www.cbecompanies.com/): CBE Companies offers comprehensive call center services and ARM solutions, enhancing customer interactions and operational efficiency. --- --- ## Posts - [Balancing Opportunity and Risk: The Role of a Modern Risk Officer](https://www.cbecompanies.com/balancing-opportunity-and-risk/): In today’s dynamic business environment, risk is no longer something businesses simply try to avoid—it’s something that must be understood,... - [Exploring the Impact of EOS for CBE and Our Clients](https://www.cbecompanies.com/impact-of-eos/): At CBE, we’re always on the lookout for innovative solutions that can drive our business forward and, most importantly, deliver... - [CBE Announces New Office Opening in the Philippines](https://www.cbecompanies.com/cbe-announces-new-office-opening-in-the-philippines/): CBE is excited to announce the opening of our new office in Southwoods City, Binan City, Laguna, Philippines. - [CBE Welcomes New Senior VP of BPO Operations](https://www.cbecompanies.com/cbe-customer-solutions-welcomes-new-senior-vp-of-bpo-operations/): CBE Customer Solutions is pleased to announce the appointment of LeGrand Bonnet as its new Senior Vice President of BPO Operations. - [Benefits of Consumer Credit Score Monitoring](https://www.cbecompanies.com/benefits-of-consumer-credit-score-monitoring/): While it’s common knowledge that good credit scores allow consumers to purchase the cars and homes they need at interest rates they can - [CBE Companies Welcomes Craig Cappelle as Chief Information Officer](https://www.cbecompanies.com/cbe-welcomes-craig-cappelle-as-cio/): CBE Companies is thrilled to announce the appointment of Craig Cappelle as the company’s Chief Information Officer (CIO). - [CBE Cares: Extending a Helping Hand to Tornado Victims in Clarksville](https://www.cbecompanies.com/cbe-cares-extending-a-helping-hand-to-tornado-victims-in-clarksville/): In the aftermath of the devastating tornado that struck Clarksville this past December, members of the CBE Clarksville team came together... - [CBE Companies Attains Accreditation as Inaugural Partner in DebtNext’s dPlat Partner Accreditation Program](https://www.cbecompanies.com/debtnexts-dplat-partner-accreditation/): CBE Companies, a leading provider of receivables management services, is pleased to announce its achievement as the inaugural accredited... - [CBE Cares: A New Chapter in Giving](https://www.cbecompanies.com/cbe-cares-a-new-chapter-in-giving/): In the spirit of community, compassion, and a commitment to making a positive impact, CBE Companies is proud to announce... - [The Role of Emotional Intelligence in Customer Service Outsourcing](https://www.cbecompanies.com/emotional-intelligence-customer-service-outsourcing/): In the dynamic realm of customer service outsourcing, where human interactions shape the customer experience, emotional intelligence (EI)... - [The Balance of Automation and Human Touch in Effective Revenue Cycle Management](https://www.cbecompanies.com/automation-and-human-touch/): In the ever-evolving landscape of healthcare, revenue cycle management (RCM) plays a pivotal role in maintaining financial stability and... - [Protecting Your Business from Ransomware Attacks: Best Practices](https://www.cbecompanies.com/protecting-your-business-from-ransomware-attacks-best-practices/): In an increasingly digital world, where technology is at the heart of business operations, the threat of ransomware attacks.... - [Benefits of Outsourcing Revenue Cycle Management](https://www.cbecompanies.com/benefits-of-outsourcing-rcm/): Managing the revenue cycle efficiently is crucial for the financial health of any healthcare organization. Yet, the complexities of billing.. - [Quality Over Cost: The Pitfalls of Selecting the Lowest Bidder in Healthcare](https://www.cbecompanies.com/quality-over-cost/): When it comes to selecting a revenue cycle management (RCM) service provider, many healthcare organizations may be tempted to... - [Celebrating Our 2023 Leadership & Legacy Scholarship Recipients!](https://www.cbecompanies.com/2023-leadership-legacy-scholarship-recipients/): We are thrilled to announce that last month, as part of our ongoing Diversity, Equity and Inclusion (DEI) initiative, we... - [CBE Companies: Celebrating 90 Years of Excellence](https://www.cbecompanies.com/celebrating-90-years-of-excellence/): Ninety years of history, growth, and unwavering commitment to excellence. As CBE marks our remarkable journey, we take... - [Predictive Insights: Harnessing Voice Data for Business Growth](https://www.cbecompanies.com/harnessing-voice-data-for-business-growth/): In the modern data-driven era, businesses are constantly seeking new avenues to gather and analyze data to stay ahead of the curve... - [Unleashing the Power of Human Interaction: Let CBE be Your Voice](https://www.cbecompanies.com/let-cbe-be-your-voice/): With the rise of Artificial Intelligence (AI) and automation, it's easy to overlook the undeniable value of human interaction. By focusing... - [CBE’s CEO, Erica Parks, Recognized as Call Center Outsourcing CEO of the Year 2023](https://www.cbecompanies.com/erica-parks-ceo-of-the-year-2023/): CBE Companies, a leading global business process outsourcing provider, is proud to announce that it’s esteemed CEO, Erica Parks.... - [CBE Companies: Providing Exceptional Patient Care Amidst Inflation](https://www.cbecompanies.com/cbe-companies-providing-exceptional-patient-care-amidst-inflation/): As healthcare costs rise, patients face increased financial burdens, particularly with medical debt. Healthcare debt can.... - [Five Qualities of a Successful Customer Care Agent](https://www.cbecompanies.com/five-qualities-of-a-successful-customer-care-agent/): Industry-leading businesses understand the importance of quality customer service. The role of a customer service agent is more than just... - [Exploring the Benefits of Offshoring: 10-Years of Excellence in the Philippines](https://www.cbecompanies.com/benefits-of-offshoring/): In an increasingly interconnected world, businesses are constantly seeking innovative strategies to remain competitive and optimize their business operations. Offshoring... - [Celebrating Diversity and Inclusion: Embracing PRIDE at CBE Companies](https://www.cbecompanies.com/embracing-pride-at-cbe-companies/): At CBE Companies, we believe that diversity and inclusion are not just buzzwords but values that should be celebrated and... - [Unlocking the Potential of Your Workforce: How BPO Services Aid in Addressing Quiet Quitting](https://www.cbecompanies.com/bpo-quiet-quitting/): In today’s dynamic job market, a new trend is quietly reshaping the workforce. Termed “Quiet Quitting,” this phenomenon spreading virally... - [CFPB Announcement: Canceling Credit Reporting on Medical Debt under $500](https://www.cbecompanies.com/cfpb-medical-debt/): In a significant move aimed at easing the financial burden on individuals, the Consumer Financial Protection Bureau (CFPB).... - [CBE Companies Welcomes Jim Crone to its Team](https://www.cbecompanies.com/welcome-jim-crone/): Cedar Falls, IA – May 19, 2023 – CBE Companies is thrilled to announce the return of Jim Crone as Senior Vice President of Sales. - [Staying in the Business Process Outsourcing (BPO) Game as Artificial Intelligence (AI) Capabilities Rise](https://www.cbecompanies.com/staying-in-the-bpo-game-as-ai-capabilities-rise/): In today's fast-paced and competitive business world, AI is becoming increasingly vital, and companies must embrace.... - [Boosting Consumer Confidence: The Benefits of Outsourcing Call Center Services to CBE](https://www.cbecompanies.com/boosting-consumer-confidence/): US consumer confidence has fallen to a 9-month low in April 2023. This decline is attributed to concerns about the rising inflation.... - [Remote Work: From Big Offices to Virtual Teams](https://www.cbecompanies.com/remote-work-from-big-offices-to-virtual-teams/): CBE Companies has adopted remote workers for call center operations, leading to enhanced productivity and work quality. - [CBE Companies: Where ‘Doing the Right Thing’ Meets Inclusion and Becomes a Company-Wide Initiative](https://www.cbecompanies.com/doing-the-right-thing/): CBE’s weaves Diversity, Equity, and Inclusion (DEI) efforts into the fabric of their organization – As an organization that has... - [CBE Companies Among 2023 Training APEX Award Winners](https://www.cbecompanies.com/cbe-2023-training-apex-award-winners/): Advancing our development programs to offer meaningful training for a positive employee experience. CEDAR FALLS, Iowa, Feb. 28, 2023 —... - [We are excited to announce the new Leadership & Legacy Scholarship Program!](https://www.cbecompanies.com/we-are-excited-to-announce-the-new-leadership-legacy-scholarship-program/): WATERLOO, IA – Leader Valley is excited to announce a new Leadership & Legacy Scholarship for Minority Students that will... - [Social Monitoring: Customer Experience Management Across Channels](https://www.cbecompanies.com/social-monitoring-customer-experience-management-across-channels/): Because social media often serves as the entry point for customers, it’s necessary to employ some form of social monitoring - [CBE Companies Sponsors ‘Black Excellence HBCU Tour’ Launched by Embracing Exploration](https://www.cbecompanies.com/cbe-companies-sponsors-black-excellence-hbcu-tour-launched-by-embracing-exploration/): Local non-profit Embracing Exploration launches the ‘Black Excellence HBCU Tour’ offering area students an opportunity to experience and explore educational opportunities while celebrating their heritage and inspiring greatness. CBE’s Madelyn Ridgeway, Director of Diversity, Equity, Inclusion & Belonging, joined these students on this incredible journey – be sure to check out the tour video for more details! - [Full Steam to 2023: Reflecting on a Standout Year for CBE](https://www.cbecompanies.com/cbe-celebrates-diversity-customer-service-2022/): 2022 was a tremendous year for CBE, so let’s take a moment to celebrate our strengthened commitments to diversity in... - [Medical Debt Collection That's Patient-Centered](https://www.cbecompanies.com/medical-debt-collection-thats-patient-centered/): The growing threat of cyber breaches in the healthcare industry has spiked. Ransomware attacks are on the rise. - [CBE Companies Announces Erica Parks as President and Chief Executive Officer](https://www.cbecompanies.com/cbe-companies-announces-erica-parks-as-president-and-chief-executive-officer/): CBE Companies (CBE) announced today that President Erica Parks has been appointed to President & Chief Executive Officer. - [Healthcare Cybersecurity Best Practices for 2023](https://www.cbecompanies.com/healthcare-cybersecurity-best-practices-for-2023/): The growing threat of cyber breaches in the healthcare industry has spiked. Ransomware attacks are on the rise. - [Discover Your Next Career with CBE Companies](https://www.cbecompanies.com/discover-your-next-career-with-cbe-companies/): Originally labeled as the Great Resignation, experts are now calling it the Great Reshuffle. Trends show people are trading up. - [What Corporate Social Responsibility Means to CBE](https://www.cbecompanies.com/what-corporate-social-responsibility-means-to-cbe/): Amid worldwide uncertainty, CBE is deliberately different. - [How CBE Readies Itself Against Cyber Threats](https://www.cbecompanies.com/how-cbe-readies-itself-against-cyber-threats/): CBE has never had a successful cyber intrusion—and this is why - [Interview with Erica Parks: A one-of-a-kind female president](https://www.cbecompanies.com/interview-with-erica-parks-a-one-of-a-kind-female-president/): All rising stars begin somewhere. For Erica Parks, President of CBE Companies, it began with a goal: to become a... - [2022 HFMA Conference Highlights: From Automation to Legislation](https://www.cbecompanies.com/2022-hfma-conference-highlights-from-automation-to-legislation/): This year's HFMA Conference did not disappoint. For four days in Denver, Colorado, attendees participated in insightful keynote speeches, interactive... - [CBE Companies Announces Lynn Reynolds as New Chief Sales Officer](https://www.cbecompanies.com/cbe-companies-announces-lynn-reynolds-as-new-chief-sales-officer/): CBE Companies (CBE) announced today that Lynn Reynolds has joined the company as Chief Sales Officer. In this role, Reynolds... - [CBE Companies Announces Albert Smothers as New Chief People Officer](https://www.cbecompanies.com/cbe-companies-announces-albert-smothers-as-new-chief-people-officer/): CBE Companies (CBE) announced today that Dr. Albert Smothers has joined the company as Chief People Officer. In this role,... - [CBE Companies is Excited to Meet Clarksville!](https://www.cbecompanies.com/cbe-companies-is-excited-to-meet-clarksville/): CEDAR FALLS, IA – July 8, 2021 – When CBE Companies held their ribbon-cutting ceremony back in April, management was... - [CBE Companies Announces Melissa Bechtel as New Chief Financial Officer](https://www.cbecompanies.com/cbe-companies-announces-melissa-bechtel-as-new-chief-financial-officer/): CBE Companies (CBE) announced today that Melissa Bechtel has been promoted to Chief Financial Officer. "Melissa has proven herself to... - [Don't Hold Back!](https://www.cbecompanies.com/dont-hold-back/): Financial challenges during any unprecedented time will land at the office of where the unpaid receivables live: the collections department.... --- # # Detailed Content ## Pages ### CCPA - Published: 2025-01-30 - Modified: 2025-01-31 - URL: https://www.cbecompanies.com/ccpa/ California Consumer Privacy ActBy submitting this Request Form to you, CBE Companies, Inc. , I certify that I am a California resident who wishes to exercise my rights to make a request under the California Consumer Privacy Act (CCPA). I understand that you are required to keep a record of my request for at least 24 months, including any reference number assigned to my request, the request date and nature of the request, the manner in which the request was made, the date and nature of your response, and the basis for the denial of the request if the request is denied in whole or in part. Requestor's Contact Information I understand that your response(s) to my request will be in writing and I authorize you to provide your response(s), send verification of receipt of my request, or contact me in connection with my request, using the following contact information and method(s) of delivery:We do not “Sell” your “Personal Information” to “Third Parties,” as those terms are used in the CCPA, which is why there is no option to submit a request to opt out of such sales. If you have any questions about this form or your CCPA rights, you may contact us by telephone at (866) 206-5283 or email us at privacy@cbecompanies. com. Our Privacy Policy, with additional information about the CCPA, is also available online at: HTTPS://www. cbecompanies. com/privacy. This is an attempt to collect a debt; any information obtained will be used for that purpose. This... --- ### Careers > Explore job opportunities at CBE Companies. Join a team that values diversity, professional growth, and employee well-being. - Published: 2024-05-28 - Modified: 2025-03-26 - URL: https://www.cbecompanies.com/careers/ At CBE, we offer careers rooted in an enduring and adaptable culture. When employees are genuinely engaged, satisfied, content, and driven, they bring their best selves to work, leading to unparalleled customer service. That’s what CBE brings to the table. Our culture isn't just about creating a great place to work; it's about setting a standard in excellence that even our customers can feel. Your Next StepWe invite both seasoned professionals and newcomers to join our team, where we offer comprehensive training, continuous mentorship, and ample opportunities for career advancement in fields like Customer Service, IT, HR, Finance, Project Management, and Marketing. We are dedicated to personal and professional development, aiming to nurture confident leaders through expert training, positive mentoring, and a goal-driven environment. Whether it's your first job or the next step in your career, discover why our employees choose to grow and succeed with us! Championing equity, inclusion, and belonging are central pillars of our strategy. Our inclusion initiatives are designed not just for growth, but to spark meaningful engagement, enriching our company and the communities we touch. Join us and be part of a vibrant culture that thrives on making a positive impact every day. We understand that work/life balance is crucial. That's why we prioritize flexibility and support, ensuring you can handle life's surprises without stress. We're committed to creating a workplace where every employee feels valued, heard, and fulfilled. Join us and experience a company that cares deeply about your well-being and satisfaction. CBE consistently... --- ### Leadership > Discover the executive and senior leadership team at CBE Companies, driving innovation, strategic decision-making, and a commitment to DEIB. - Published: 2024-05-13 - Modified: 2025-02-11 - URL: https://www.cbecompanies.com/leadership/ Mission Statement CBE is dedicated to leading the ARM industry by focusing on compliance and innovation. With these obligations in mind, we also aim to drive positive changes in collections through engaging consumer interactions, advanced technology, and a committed, ethical team that delivers results. We believe these commitments will collectively improve our customers' experiences. --- ### CBE Cares Application - Published: 2024-04-26 - Modified: 2024-04-26 - URL: https://www.cbecompanies.com/cbe-cares-application/ CBE CARES APPLICATION --- ### CBE Tech Self Service - Published: 2024-04-09 - Modified: 2024-06-10 - URL: https://www.cbecompanies.com/cbe-tech-self-service/ CBE Tech Self Service Tech Support SMS Texting Service Text 319. 302. 9900 to Contact Tech Support SMS Text Support Hours:6:30am – 5:30pm CST, Monday – Friday. CBE Technical Services Regular Staffing Hours:Monday – Friday: 6am – 10pm CSTSaturday: 7am – 4pm CSTSunday: On Call Support Only Please limit CBE Technical Service requests to one method (Text, Chat-Bot, Phone). Service calls can still be placed during or outside text-support hours to extension 5171, or by dialing 319. 226. 5171. Any phone call and a voicemail message left with CBE Technical Services, no matter the time of day, will notify on-call support. Replies will be received within 15 minutes. Helpful Links: CBE User Equipment IT Self – Help Guide for Common Issues --- ### Transparency in Coverage - Published: 2024-04-09 - Modified: 2024-06-10 - URL: https://www.cbecompanies.com/transparency-in-coverage/ Transparency in Coverage The link below leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.   Wellmark --- ### Privacy Policy - Published: 2024-04-09 - Modified: 2025-01-30 - URL: https://www.cbecompanies.com/privacy-policy/ Privacy Policy Privacy Policy Last Updated December 16, 2024 Who Are We? CBE Companies, Inc. (the “Company”), headquartered in Cedar Falls, Iowa, U. S. A. , provides accounts receivable management services and call center solutions for a variety of commercial and consumer market segments. If you have any questions or comments about Company’s Privacy Policy or our practices, or if you would like to correct, complete, or supplement any of your information we maintain, please contact us as follows: CBE Companies, Inc. Attn: Compliance1309 Technology ParkwayCedar Falls, IA 50613(866) 206-5283privacy@cbecompanies. com Who And What Is Covered By This Privacy Policy? This Privacy Policy describes the Company’s policies and practices regarding its collection, use, maintenance and disclosure of your personal data, and sets forth your privacy rights. This Privacy Policy applies both to the Company’s online information gathering and dissemination practices for Company’s web applications including this website (the “Site”), and information collected or received offline, whether directly from you or from other sources. If you have arrived at this Privacy Policy by clicking through a link on our Site, or by searching for or clicking on a link directing you to any page of our Site, then this Privacy Policy applies to you. When you use the Site, you consent to the use of your information in the manner specified in this Privacy Policy. This policy may change periodically, as we undertake new personal data practices or adopt new privacy policies, so please check back from time to time for... --- ### Contact - Published: 2024-04-09 - Modified: 2024-12-11 - URL: https://www.cbecompanies.com/contact/ --- ### News > Check out the latest news from CBE Companies on our blog. - Published: 2024-04-09 - Modified: 2024-06-10 - URL: https://www.cbecompanies.com/news/ --- ### CBE Cares > Discover how CBE Companies fosters community engagement through volunteer programs, charitable donations, and sustainability initiatives. - Published: 2024-04-09 - Modified: 2025-01-31 - URL: https://www.cbecompanies.com/cbe-cares/ Leading the Way in Supporting Our Communities “Doing the Right Thing” is an integral part of our culture that protects our clients, but also extends outside of our offices and business hours. As a company and as individual employees, we emphasize community engagement by dedicating our time, talents, and financial resources to support local charities and organizations in towns and cities near our offices. At CBE Companies, we are deeply committed to enriching the communities where we live and work. Through a combination of strategic partnerships, volunteer programs, and charitable donations, we aim to create a meaningful change and provide opportunities that make a lasting impact. Community Outreach ProgramCBE employees can donate $5 to $25 per paycheck to support local charities in Iowa, Tennessee, and Texas. Each quarter, over $15,000 is donated, and participants are entered into a monthly drawing to win one of ten Mental Health Days (PTO). Employees vote each quarter on which charities receive the funds, ensuring collaboration. Even more exciting is that the selected charities are kept a surprise until the donation is presented. United Way Annual Fundraiser The month of October is dedicated to raising funds for the United Way, a tradition we are proud to uphold. Historically, our employees have shown tremendous generosity, collectively raising an average donation of $50,000. This significant effort is bolstered by partnerships with local businesses, internal contests and events throughout the month, as well as payroll deduction contributions made by members of our team. Partners in Education We are... --- ### About > Learn about CBE Companies, a leader in ARM and BPO solutions since 1933, committed to innovation, integrity, and community engagement. - Published: 2024-04-09 - Modified: 2025-01-31 - URL: https://www.cbecompanies.com/about/ About CBE Companies --- ### Home > CBE Companies offers comprehensive call center services and ARM solutions, enhancing customer interactions and operational efficiency. - Published: 2024-04-09 - Modified: 2024-07-30 - URL: https://www.cbecompanies.com/ CBE Companies Trusted Provider of Call Center ServicesWelcome to your one-stop solution for all contact center needs. CBE Companies specializes in providing a comprehensive range of services, from seamless call center services to accounts receivable management (ARM). Whether you're looking to improve customer interactions, enhance operational efficiency, or manage receivables more effectively, we have the expertise and technology to help your business succeed. Partner with us to experience the convenience of having all your contact center solutions under one roof, tailored to meet your specific requirements. --- --- --- ## Posts ### Balancing Opportunity and Risk: The Role of a Modern Risk Officer - Published: 2025-05-15 - Modified: 2025-05-15 - URL: https://www.cbecompanies.com/balancing-opportunity-and-risk/ - Categories: Communication, Leadership In today’s dynamic business environment, risk is no longer something businesses simply try to avoid—it’s something that must be understood, anticipated, and, in many cases, embraced as a driver of value. At CBE Companies, our approach to risk is centered on enabling client success. As Chief Risk Officer, I’ve seen firsthand how modern risk management creates tangible benefits for our partners. We’ve moved from reactive measures to proactive strategy, from box-checking to value creation, from saying “no” to asking “what if? ”—all with the client in mind. Modern risk leadership is about striking the right balance between protecting the enterprise and unlocking opportunity—for us and for our clients. It’s about being a strategic enabler—not just a safety net—and it means our clients experience smoother operations, more reliable service delivery, and stronger protection against emerging threats. The Evolving Landscape of Risk Management Risk today looks nothing like it did a decade ago. In a single week, a business can face threats related to cybersecurity, regulatory shifts, economic instability, reputational pressure, or even social media dynamics—all of which can directly impact client confidence and business continuity. At CBE, we recognize that the risk environment is not static—it’s fast, fluid, and interconnected. That’s why our risk management approach is designed to evolve as quickly as the threats do, ensuring that we remain a steady, trusted partner. It's no longer enough to react to what happened. We must anticipate what might happen next—and guide our clients through it with confidence. This means our clients... --- ### Exploring the Impact of EOS for CBE and Our Clients > At CBE, we’re always on the lookout for innovative solutions that can drive our business forward and, most importantly, deliver... - Published: 2024-04-17 - Modified: 2025-05-15 - URL: https://www.cbecompanies.com/impact-of-eos/ - Categories: Communication At CBE, we’re always on the lookout for innovative solutions that can drive our business forward and, most importantly, deliver exceptional value to our clients. Our adoption of the Entrepreneurial Operating System (EOS) stands out as a transformative decision in our journey. EOS is a comprehensive business system that encompasses a complete set of simple concepts and practical tools, helping businesses achieve their full potential. Let’s dive into how EOS has revolutionized the way we operate at CBE and how this benefits our clients.   What is EOS? The Entrepreneurial Operating System (EOS) is an entrepreneurial business model designed to align and synchronize all aspects of a company. It focuses on ensuring that everyone in the organization is working towards a common set of goals and is equipped with the tools needed to succeed. The EOS model is built on six key components: vision, people, data, issues, process, and traction. CBE’s Advantages with EOS The implementation of EOS at CBE has significantly improved clarity and direction. . By focusing on the Vision component, we’ve been able to define our long-term goals and the steps required to achieve them clearly. This clarity of purpose has aligned our team, ensuring that everyone is pulling in the same direction. Optimizing Operations: The Process component of EOS has allowed CBE to standardize our operations, making our workflows more efficient and reducing variability in the quality of our outputs. This optimization has resulted in increased productivity and a higher level of operational excellence. Data-Driven Decisions:... --- ### CBE Announces New Office Opening in the Philippines > CBE is excited to announce the opening of our new office in Southwoods City, Binan City, Laguna, Philippines. - Published: 2024-03-06 - Modified: 2025-05-15 - URL: https://www.cbecompanies.com/cbe-announces-new-office-opening-in-the-philippines/ - Categories: Press Releases Cedar Falls, March 6, 2024 – CBE is excited to announce the opening of our new office in Southwoods City, Binan City, Laguna, Philippines. This expansion marks a significant milestone in CBE’s growth journey and underscores our commitment to enhanced working conditions and location access for employees and prospective clients.   Key Highlights of the Expansion Strategic Location: Our new office is strategically located in the vibrant and accessible Southwoods City, Binan City, Laguna, just twenty miles South of Manila’s International Airport, and a convenient 30-minute drive. This prime location gives employees and prospective clients access to a dynamic talent pool just south of Metro Manila. Opening Q3 2024: With a focused effort on ensuring a seamless setup, CBE will inaugurate Southwoods in early Q3 2024. This timeline reflects the company’s dedication to our growth goals and our commitment to meeting the needs of its expanding team. State-of-the-Art Facilities: Designed with collaboration, productivity, and employee well being in mind, the new office features enhanced facilities that empower the CBE team to deliver their best work. Expansion Opportunities: The Southwoods City facility adds 100 workstations to CBE’s Philippine footprint, which today includes 228 workstations in Bonifacio Global City. This expansion allows us to add support for strategic clients as well as offer professional growth and development opportunities to our existing employees. Erica Parks, President and CEO of CBE, expressed enthusiasm about the expansion, stating, “This is a momentous occasion for CBE, and it would not have been possible without the hard... --- ### CBE Welcomes New Senior VP of BPO Operations > CBE Customer Solutions is pleased to announce the appointment of LeGrand Bonnet as its new Senior Vice President of BPO Operations. - Published: 2024-02-28 - Modified: 2025-05-15 - URL: https://www.cbecompanies.com/cbe-customer-solutions-welcomes-new-senior-vp-of-bpo-operations/ - Categories: Press Releases Cedar Falls – February 28, 2024 – CBE Customer Solutions is pleased to announce the appointment of LeGrand Bonnet as its new Senior Vice President of BPO Operations. LeGrand brings over two decades of extensive experience in managing large-scale contact center operations on a global scale. With a rich background spanning various industries, LeGrand has a proven track record of driving operational excellence and delivering innovative solutions. His leadership has been instrumental in optimizing processes, fostering dynamic team cultures, and implementing strategies that drive significant revenue growth and CX capabilities. Prior to joining CBE, LeGrand held key leadership roles where he successfully managed contact center operations across multiple continents, including North America and Asia. His strategic vision and innovative approach to BPO operations have consistently positioned companies for success in an ever-evolving industry landscape. In his new capacity at CBE Customer Solutions, LeGrand will lead the charge in leveraging cutting-edge technologies and data-driven insights to enhance operational efficiencies, deliver exceptional customer experiences, and drive sustainable growth. His appointment underscores CBE's commitment to attracting top talent and embracing forward-thinking strategies. "We are thrilled to welcome LeGrand Bonnet to the CBE family," said Alex Reed, Chief Operating Officer at CBE Customer Solutions. "His wealth of experience and strategic acumen will be invaluable assets as we continue to innovate and expand our service offerings to meet the evolving needs of our clients. " LeGrand expressed his enthusiasm about joining CBE, stating, "Assuming the role of Senior Vice President of BPO Operations at CBE... --- ### Benefits of Consumer Credit Score Monitoring > While it’s common knowledge that good credit scores allow consumers to purchase the cars and homes they need at interest rates they can - Published: 2024-02-14 - Modified: 2025-05-15 - URL: https://www.cbecompanies.com/benefits-of-consumer-credit-score-monitoring/ - Categories: Customer Journey While it’s common knowledge that good credit scores allow consumers to purchase the cars and homes they need at interest rates they can afford, only recently have consumers begun personally monitoring their credit scores. Access to this knowledge has given consumers the power to make progress on their financial goals, including improving or maintaining their credit scores. A recent report by TransUnion has explored these consumer credit score monitoring trends. According to the report, among consumers who monitored their credit, 43% learned credit score management; debt decreased by an average of 11%; debt was reduced by 24% of consumers; and 33% of consumers monitoring their credit scores also monitored their account balances, for better overall financial health. After one year of monitoring their credit scores, consumers saw their scores improve five points more than those who weren’t monitoring, for an average credit score improvement of 28 points. CBE Companies has always been committed to approaching consumer interactions with respect and care. Our highly trained associates emphasize the importance of a good credit score to encourage the consumer to promptly act on their debt. Consumers’ increased attention to their credit scores can only make collection efforts more efficient: as the consumer better understands the negative effect an unpaid bill will have on their credit score; they will be more interested in paying their bills on time and more likely to resolve any collections issues quickly. This will benefit consumers, collections agencies, and the organizations consumers owe, since debts will be resolved... --- ### CBE Companies Welcomes Craig Cappelle as Chief Information Officer > CBE Companies is thrilled to announce the appointment of Craig Cappelle as the company’s Chief Information Officer (CIO). - Published: 2024-01-17 - Modified: 2024-01-17 - URL: https://www.cbecompanies.com/cbe-welcomes-craig-cappelle-as-cio/ - Categories: Press Releases Cedar Falls, IA – CBE Companies is thrilled to announce the appointment of Craig Cappelle as the company’s Chief Information Officer (CIO). With a distinguished career and a proven track record in the industry, Cappelle brings a wealth of experience and expertise to lead the Information Technology (IT) strategy at CBE Companies. Bringing an impressive 37 years of industry experience to the leadership team, Cappelle has showcased incredible leadership skills and a keen understanding of emerging technologies. With a distinguished career marked by a proven track record, Cappelle has honed his expertise in driving IT strategy through key roles at TEC Services and GC Services. Throughout his career, Cappelle has consistently demonstrated commitment to fostering a culture of innovation, aligning with CBE’s values and vision for the future. “We are excited to welcome Craig to our executive team as Chief Information Officer,” said Erica Parks, CEO of CBE Companies. “We believe that Craig’s strategic vision and passion for leveraging technology to drive business success will greatly contribute to our ongoing growth and overall success as an organization. ” As CIO, Cappelle will play a crucial role in steering CBE Companies toward continued success, overseeing the development and implementation of innovative IT solutions that enhance delivery, operational efficiency, and client satisfaction. Cappelle expressed his excitement about joining the CBE team, stating, “I am excited to join such a dynamic and energized company! I look forward to working along leaders that truly value the contributions of all employees and support the communities... --- ### CBE Cares: Extending a Helping Hand to Tornado Victims in Clarksville > In the aftermath of the devastating tornado that struck Clarksville this past December, members of the CBE Clarksville team came together... - Published: 2024-01-10 - Modified: 2024-01-10 - URL: https://www.cbecompanies.com/cbe-cares-extending-a-helping-hand-to-tornado-victims-in-clarksville/ - Categories: Philanthropy In the aftermath of the devastating tornado that struck Clarksville this past December, members of the CBE Clarksville team came together to make a meaningful difference. Through the CBE Cares program, an initiative that allows employees to contribute to various charitable causes, the team rallied to support those displaced and in need. The dedicated Clarksville CBE Cares team proudly presented a check totaling $18,463. 53 to YAIpak Outreach earlier this week. YAIpak Outreach is a non-profit organization dedicated to providing disaster relief, recovery, and community development assistance to those affected by natural disasters. This generous contribution will directly contribute to the ongoing efforts to rebuild and support those who have faced unimaginable challenges due to the tornado. For additional insight into the ongoing efforts to support Clarksville tornado victims and witness the evolving needs of the community, we encourage you to explore this informative news feature by News Channel 5. CBE Cares Program ‘CBE Cares’ is one of CBE’s philanthropic initiatives where employees donate money to local charities and non-profit organizations, by electing a donation amount between $5-25 per paycheck. Participating employees are entered into a monthly drawing for a chance to win 1 of 10 Mental Health Days (paid time off); winners can forfeit their Mental Health Day in favor of drawing another employee’s name or donate their Mental Health Day to another employee. Every year CBE will award a total 120 days of paid time off to selected employees. This initiative not only reflects on the company’s beliefs... --- ### CBE Companies Attains Accreditation as Inaugural Partner in DebtNext’s dPlat Partner Accreditation Program > CBE Companies, a leading provider of receivables management services, is pleased to announce its achievement as the inaugural accredited... - Published: 2023-12-08 - Modified: 2023-12-08 - URL: https://www.cbecompanies.com/debtnexts-dplat-partner-accreditation/ - Categories: Press Releases CBE Companies, a leading provider of receivables management services, is pleased to announce its achievement as the inaugural accredited partner of DebtNext’s dPlat Partner Accreditation Program. This milestone underscores CBE’s commitment to excellence in integration, authentication, remittance management, and SOC2 compliance, providing creditors with unparalleled peace of mind when selecting collections partners for seamless integration with the DebtNext platform (dPlat). DebtNext’s dPlat Partner Accreditation Program is a groundbreaking initiative designed to ensure the highest standards in partnership and collaboration within the receivables management industry. To attain accreditation, potential partners undergo a rigorous evaluation conducted by DebtNext’s compliance team, covering key areas critical to the integration process. CBE Companies has demonstrated exceptional performance across all evaluated aspects, reflecting its dedication to maintaining the highest industry standards. The accreditation solidifies CBE’s position as an official partner of DebtNext, offering creditors a trusted and reliable choice for receivables management needs. “As the inaugural accredited partner in DebtNext’s dPlat Partner Accreditation Program, CBE is proud to be recognized for our commitment to excellence in integration, authentication, remittance management, and SOC2 compliance,” said Alex Reed, Chief Operating Officer at CBE. “This accreditation underscores our ongoing dedication to providing top-tier services and reinforces our reputation as a trusted partner in the receivables management industry. ” CBE looks forward to continuing its collaboration with Debtnext, providing creditors with a seamless and secure experience through dPlat platform. This accreditation reaffirms CBE’s commitment to delivering outstanding services and maintaining the highest standards in all aspects of its operations. ABOUT... --- ### CBE Cares: A New Chapter in Giving - Published: 2023-12-06 - Modified: 2023-12-06 - URL: https://www.cbecompanies.com/cbe-cares-a-new-chapter-in-giving/ - Categories: Philanthropy In the spirit of community, compassion, and a commitment to making a positive impact, CBE Companies is proud to announce an exciting transformation in its philanthropic endeavors! CBE’s former “Casual for a Cause” program is a charitable initiative that has evolved into the all-encompassing and heartfelt “CBE Cares”. For years CBE has championed the spirit of giving back through our philanthropic initiatives, creating opportunities for employees to donate money to local charities and non-profit organizations. “Doing the right thing” is an integral part of our culture that not only protects our clients, but also extends outside the office and business hours. Both as a company and individual employees, we focus on providing our time, talents, and financial resources to support local charities and community organizations throughout our Cedar Valley (IA), New Braunfels (TX), and Clarksville (TN) communities. CBE’s ideal candidates seek to benefit human need, align with our Core Values, and demonstrate fiscal responsibility. 2023 Donation Spotlight Q1 2023: $8,632. 41 (per charity) Family and Children's Council of Black Hawk County (Iowa): Our mission is to make sure every child is happy, healthy, and safe through programming that prevents child abuse and strengthens families. FCC is the area's only child abuse prevention agency; we are in both hospitals moments after a child is born to make sure every child is safe and has their basic needs met, providing car seats and pack & plays, as well as education to keep babies safe. We are also in every Black Hawk County... --- ### The Role of Emotional Intelligence in Customer Service Outsourcing > In the dynamic realm of customer service outsourcing, where human interactions shape the customer experience, emotional intelligence (EI)... - Published: 2023-11-15 - Modified: 2023-11-15 - URL: https://www.cbecompanies.com/emotional-intelligence-customer-service-outsourcing/ - Categories: Communication In the dynamic realm of customer service outsourcing, where human interactions shape the customer experience, emotional intelligence (EI) stands out as a key driver of success. At CBE Companies, we understand the profound impact of emotional intelligence on customer interactions and our call center experts are meticulously trained to embody this quality. Understanding Emotional Intelligence Emotional Intelligence involves the ability to recognize, understand, manage, and effectively use one’s own emotions while also being attuned to the emotion of others. In the customer service landscape where empathy, patience, and effective communication are paramount, emotional intelligence becomes a linchpin for success. The Pillars of EI in Customer Service Self-Awareness: Training at CBE emphasizes self-awareness, enabling our agents to recognize and manage their own emotions during customer interactions. Agents are empowered to maintain composure even in challenging situations. Active Listening: Effective communication starts with active listening. Our training instills the importance of truly understanding customer needs and concerns. Our call center experts are trained to not just listen to words, but to the emotions underlying customer communication. Adaptability: Our training equips agents to navigate diverse customer personalities and situations. Being adaptable allows our experts to tailor their approach to the unique needs of each customer. Training Our Call Center Experts: The CBE Approach Comprehensive Emotional Intelligence Modules: Our training program incorporates dedicated modules on EI, providing practical insights and scenarios. Agents learn to apply emotional intelligence principles in real-world customer interactions. Role-Playing and Scenario-based Training: Practical application is key, which is why our... --- ### The Balance of Automation and Human Touch in Effective Revenue Cycle Management > In the ever-evolving landscape of healthcare, revenue cycle management (RCM) plays a pivotal role in maintaining financial stability and... - Published: 2023-11-01 - Modified: 2023-11-01 - URL: https://www.cbecompanies.com/automation-and-human-touch/ - Categories: Technology In the ever-evolving landscape of healthcare, revenue cycle management (RCM) plays a pivotal role in maintaining financial stability and ensuring that healthcare providers can continue to offer exceptional patient care. Traditionally, RCM processes have been primarily manual and labor-intensive. However, the integration of automation into RCM has revolutionized the way healthcare organizations manage their finances. The key challenge now is finding the optimal balance between automation and the human touch to achieve effective RCM. The Rise of Automation in RCM Automation through AI/ML (Artificial Intelligence/Machine Learning) is making a big difference in revenue cycle management, streamlining many manual tasks such as billing, claims processing, and data entry. With proper use, it can be used to reduce errors and increase speed of completing tasks. While automation can enhance efficiency, it’s important to note that limitations exist in the technologies. The balance of technology and employee engagement is critical. The Importance of the Human Touch While automation offers tremendous benefits, there are areas where the human touch remains indispensable in effective RCM: Patient Engagement: Personalized communication and human interaction are vital in addressing patient concerns, explaining bills, and negotiating payment plans. Complex Cases: Some healthcare billing and coding scenarios are intricate and may require human expertise to navigate effectively. Clinical Integration: Human involvement is essential in ensuring that financial and clinical data align for accurate billing and coding. Adaptability: In rapidly changing healthcare environments, human staff can adapt to unique and unforeseen situations that automated systems might struggle with. Patient Experience: The... --- ### Protecting Your Business from Ransomware Attacks: Best Practices > In an increasingly digital world, where technology is at the heart of business operations, the threat of ransomware attacks.... - Published: 2023-10-25 - Modified: 2023-10-25 - URL: https://www.cbecompanies.com/protecting-your-business-from-ransomware-attacks-best-practices/ - Categories: Technology In an increasingly digital world, where technology is at the heart of business operations, the threat of ransomware attacks looms larger than ever. These malicious attacks can cripple organizations, causing data breaches, financial losses, and damage to reputation. Understanding Ransomware Threats Ransomware is a type of malicious software that encrypts a victim’s data and demands a ransom to restore access. Cyber criminals often target businesses of all sizes, knowing that the potential financial gain is significant. In a report from Malwarebytes, there have been over 1,900 ransomware attacks in the last year in four countries – US, Germany, France, and the UK. “The findings, compiled together in the 2023 State of Ransomware Report, show alarming trends in the global ransomware surge from July 2022 to June 2023. For example, the report shows that the US shouldered a hefty 43 percent of all global attacks and that ransomware attacks in France nearly doubled in the last five months. ” In another report from Tech. co, findings show that 69% of ransomware attacks stem from email phishing campaigns. Though this is not a new trend, phishing email campaigns have ramped up in the last couple years. To protect your organization, it’s essential to implement robust security measures and follow best practices: Regular Data Backups: One of the most critical steps in defending against ransomware is maintaining up to date backups of your data. These backups should be stored offline and securely. In the event of an attack, you can restore your systems... --- ### Benefits of Outsourcing Revenue Cycle Management > Managing the revenue cycle efficiently is crucial for the financial health of any healthcare organization. Yet, the complexities of billing.. - Published: 2023-09-27 - Modified: 2023-09-27 - URL: https://www.cbecompanies.com/benefits-of-outsourcing-rcm/ - Categories: Healthcare Managing the revenue cycle efficiently is crucial for the financial health of any healthcare organization. Yet, the complexities of billing, claims processing, and compliance can be overwhelming. According to a study from CWH Advisors conducted November 2022 through December 2022, 61% of healthcare providers expect to outsource their revenue cycle management (RCM) to external parties. Let’s explore the array of advantages associated with outsourcing RCM services and how partnering with industry leaders like CBE Companies can enhance operational efficiency and boost financial outcomes: Expertise and Specialization: RCM service providers, such as CBE Companies, are well versed in the complexity of medical billing, payer regulations, and industry best practices, which can significantly reduce billing errors and claim denials. Enhanced Revenue Collection: Efficient RCM processes can accelerate the revenue collection cycle. CBE’s streamlined processes expedite claim submissions and minimize rejections, helping healthcare organizations maintain healthy cash flows. Cost Savings: By outsourcing RCM, healthcare organizations can avoid the expense of hiring and training in-house billing staff, purchasing software, and maintaining IT infrastructure. CBE operates at scale, which allows for cost-effective solutions. Compliance and Regulatory Expertise: The healthcare industry is subject to stringent regulatory requirements, including HIPAA and the Affordable Care Act. CBE places compliance at a high importance, safeguarding healthcare organizations from potential pitfalls. Focus on Patient Satisfaction: In the study cited above, 68% of healthcare providers rank excellent customer service in their top three priorities for selecting a RCM partner. CBE’s services can alleviate the administrative burden so healthcare providers can dedicate... --- ### Quality Over Cost: The Pitfalls of Selecting the Lowest Bidder in Healthcare > When it comes to selecting a revenue cycle management (RCM) service provider, many healthcare organizations may be tempted to... - Published: 2023-09-20 - Modified: 2023-09-20 - URL: https://www.cbecompanies.com/quality-over-cost/ - Categories: Healthcare When it comes to selecting a revenue cycle management (RCM) service provider, many healthcare organizations may be tempted to opt for the lowest bidder in hopes to save on cost. This strategy can often come with hidden drawbacks that can negatively impact the financial health and reputation of the institutions. Quality of Service: Opting for the lowest bidder may lead to a decrease in customer service. RCM service providers with lower prices may lack expertise, empathy, or attention to detail required to maximize revenue collection and minimize billing efforts. Expertise and Experience: Navigating the complexities of healthcare billing and coding requires an elevated level of expertise and experience. Other companies offering the lowest bids may not have the necessary knowledge of evolving regulations and insurance policies, which can result in missed revenue opportunities and compliance issues. Data Security and Protection: Data protection and compliance with regulations like HIPAA are non-negotiable. Lower-cost RCM providers might not invest adequately in robust security measures, potentially exposing sensitive patient information to breaches and legal liabilities. Long-Term Partnership: Successful RCM often relies on building strong, long-term partnerships with service providers who understand the unique needs and challenges of the healthcare organization. Opting for the lowest bidder can undermine the development of these crucial relationships. Reputation and Patient Experience: Patient experience and the reputation of the hospital or medical organization is a number one priority when choosing a service provider. Billing errors, delays, and disputes resulting from subpar RCM services can negatively impact a provider’s reputation.... --- ### Celebrating Our 2023 Leadership & Legacy Scholarship Recipients! - Published: 2023-09-13 - Modified: 2023-09-13 - URL: https://www.cbecompanies.com/2023-leadership-legacy-scholarship-recipients/ - Categories: Leadership, Philanthropy We are thrilled to announce that last month, as part of our ongoing Diversity, Equity and Inclusion (DEI) initiative, we had the honor of awarding scholarships to six remarkable graduating high school seniors from underrepresented minority backgrounds. These talented individuals have shown exceptional dedication, commitment, and academic excellence throughout their high school years, and we couldn't be prouder to support them as they embark on their college journeys! The $10,000 four-year scholarship will provide up to $2,500 per year for a student’s freshman through senior years of college. The scholarship will also provide students with access to summer leadership seminars to equip students to become successful leaders upon graduation. Without further ado, let us introduce you to our remarkable scholarship recipients, who not only excelled academically but have also overcome various challenges to reach this significant milestone: Sierra Meeks - Graduated from Waterloo West High School and will be attending the University of Arizona. Jordan Jones-Whitaker - Graduated from Cedar Falls High School and will be attending Grand View University. Keiana James - Graduated from Cedar Falls High School and will be attending the University of Wisconsin Madison. Peyton Chambers - Graduated from Waterloo West High School and will be attending the University of Iowa. Brook Dunn - Graduated from Waterloo West High School and will be attending the University of Northern Iowa. Lizet Aldurazi - Graduated from Waterloo West High School and will be attending the University of Northern Iowa. We believe that by providing these outstanding individuals with... --- ### CBE Companies: Celebrating 90 Years of Excellence > Ninety years of history, growth, and unwavering commitment to excellence. As CBE marks our remarkable journey, we take... - Published: 2023-08-30 - Modified: 2024-06-11 - URL: https://www.cbecompanies.com/celebrating-90-years-of-excellence/ - Categories: Press Releases Ninety years of history, growth, and unwavering commitment to excellence. As CBE marks our remarkable journey, we take a nostalgic glance back at the inspiring story of how this company transformed from humble beginnings to the industry-leading force we are today. The Foundation: In the early 1900's, the Cedar Valley area was a growing industrial center. Sixteen area coal companies occupied the landscape, mining a rich energy source that was shipped by the Great Northern and Illinois Central railroads throughout Iowa and beyond. These businesses received monthly payments for their goods, creating the extension of credit. By 1918 the need for a formal credit business had developed and the coal companies, in partnership with the Waterloo Courier, Black's Dry Goods Store, Newton Jewelers and Walker's Shoe Store, formed the Creditor's Exchange. Soon after, this organization changed its name to the Retail Merchants Association. In 1933, the Credit Bureau of Black Hawk County was opened and began competing as a collection agency with the 25-year-old Retail Merchants Association. In 1946, the Credit Bureau purchased the Retail Merchants Association, and the two companies were combined. The Early Years: Beginning in 1946, the Credit Bureau underwent several name changes and expansions. Between 1946 and 1978, the Credit Bureau acquired credit bureaus in Buchanan County, Oelwein, Cedar Falls and Waverly. Since 1978, the Credit Bureau has continued to grow by purchasing or opening credit, recovery or reporting agencies in Charles City, Des Moines, Mason City, Fort Dodge, Dubuque, Cedar Rapids and Iowa City in... --- ### Predictive Insights: Harnessing Voice Data for Business Growth > In the modern data-driven era, businesses are constantly seeking new avenues to gather and analyze data to stay ahead of the curve... - Published: 2023-08-30 - Modified: 2023-08-30 - URL: https://www.cbecompanies.com/harnessing-voice-data-for-business-growth/ - Categories: Technology In the modern data-driven era, businesses are constantly seeking new avenues to gather and analyze data to stay ahead of the curve. Amidst the flood of text and numerical data, there’s a goldmine of untapped potential: voice data. By harnessing the power of voice data, companies can gain predictive insights to propel their business growth. At CBE Customer Solutions, we provide valuable insights to businesses by analyzing customer interactions, driving innovation, operational efficiency, and overall business growth. Understanding Voice Data Voice data, in essence, refers to audio recordings, usually of customer interactions. This might be in the form of customer service phone calls, voice-activated assistant queries, or any other verbal communication related to a business. With the proliferation of voice-activated technologies like Alexa, Siri, and Google Assistant, there's a burgeoning reservoir of voice data being created every day. The Potential of Voice Data Analysis Here are some ways businesses can leverage voice data: Sentiment Analysis: By assessing the tone, pitch, and pace of a customer's voice, businesses can gauge the emotional state of the caller. This can provide insights into customer satisfaction, concerns, or potential areas of improvement. Product Feedback: Unsolicited feedback during conversations can be invaluable. Analyzing voice data can uncover authentic product or service reviews that textual feedback might miss. Predicting Customer Behavior: By understanding the nuances in voice data, companies can predict if a customer might churn, make a purchase, or even recommend the service to someone else. Converting Voice to Actionable Insights Harnessing the power of... --- ### Unleashing the Power of Human Interaction: Let CBE be Your Voice > With the rise of Artificial Intelligence (AI) and automation, it's easy to overlook the undeniable value of human interaction. By focusing... - Published: 2023-08-17 - Modified: 2023-08-17 - URL: https://www.cbecompanies.com/let-cbe-be-your-voice/ - Categories: Communication Today’s world seems to have changed into one of rising customer service expectations but frustrating results. Businesses promise customers the moon in terms of fast and convenient customer service, and then fail to deliver on that expectation. In an abyss of wait times, callbacks, automated menus, and chatbots, customer satisfaction steadily declines. Voice-to-voice communications remains to be a treasured commodity! With the rise of Artificial Intelligence (AI) and automation, it's easy to overlook the undeniable value of human interaction. By focusing on the human voice, CBE Customer Solutions emphasizes the unique contributions that real people can bring to your organization, setting you apart from the competition. Personalized Customer Experience: One of the most significant advantages of human interaction is the ability to deliver personalized customer experiences. AI-driven chatbots and virtual assistants are undoubtedly efficient in handling routine inquiries, but they often lack the empathy and understanding that customers crave. CBE’s experienced, well-trained human agents possess the emotional intelligence to listen, empathize, and adapt to each customer's unique needs, ultimately enhancing customer satisfaction and loyalty. Building Strong Customer Relationships: Building strong customer relationships is vital for sustainable success. Human interaction plays a pivotal role in creating a genuine connection between your brand and your customers. CBE’s skilled agents act as brand ambassadors, fostering long-term relationships by engaging customers on a personal level. Through real-time conversations, our agents can identify pain points, gather feedback, and provide solutions, leading to greater customer trust and loyalty. Effective Conflict Resolution: In moments of conflict or... --- ### CBE’s CEO, Erica Parks, Recognized as Call Center Outsourcing CEO of the Year 2023 > CBE Companies, a leading global business process outsourcing provider, is proud to announce that it’s esteemed CEO, Erica Parks.... - Published: 2023-08-09 - Modified: 2024-06-11 - URL: https://www.cbecompanies.com/erica-parks-ceo-of-the-year-2023/ - Categories: Press Releases CEDAR FALLS, IA – CBE Companies, a leading global business process outsourcing provider, is proud to announce that it’s esteemed CEO, Erica Parks, has been honored with the prestigious Influential Businesswomen Award. The award, presented by Acquisition International Magazine, recognizes and shines a light upon women who are a driving force for innovation, change, and empowerment. This is a testament to Parks’ visionary approach and unwavering commitment to driving innovation and excellence in the ARM & BPO industry. Under Parks’ guidance, CBE has achieved remarkable growth, setting new benchmarks for success and customer satisfaction. Erica is proudly the first female President and CEO of CBE and has since expanded the executive management team to be a diverse set of experienced leaders that includes two additional women. Parks has held several leadership roles since joining CBE in 2013 including Vice President of Finance, Chief Financial Officer, and most recently President and CEO. Parks and the Executive Management Team are responsible for executing the overall business plan and driving results for all stakeholders. “I had a goal to be a CFO by the time I was 30 years old, and I achieved that at 28. I could not have fathomed what would occur since then. ” said Parks, “We have pivoted from a significant business downturn to 50% top line revenue growth over five years and improving our EBITDA margins from a negative to now more than 10% during that growth period. The trust the organization has given me to lead the... --- ### CBE Companies: Providing Exceptional Patient Care Amidst Inflation > As healthcare costs rise, patients face increased financial burdens, particularly with medical debt. Healthcare debt can.... - Published: 2023-07-19 - Modified: 2023-07-19 - URL: https://www.cbecompanies.com/cbe-companies-providing-exceptional-patient-care-amidst-inflation/ - Categories: Healthcare The Impact of Inflation in Healthcare As healthcare costs rise, patients face increased financial burdens, particularly with medical debt. Healthcare debt can significantly strain individuals and families given the rising cost of drugs, medical equipment, and services, plus dealing with the complexity of insurance processes. Inflation amplifies these challenges, exacerbating the financial burden on patients, making it more difficult for them to manage their healthcare expenses. Empathetic Receivables Management Services Recognizing the delicate nature of healthcare debt and the impact of inflation, CBE approaches receivable management with empathy and care. We understand that behind every medical bill is a person with unique circumstances and concerns. Here is how CBE Companies’ solutions reflect empathy in supporting patients facing healthcare debt: Personalized Approach: We acknowledge that each patients’ situation is unique. Our receivables management solutions are tailored to address individual needs and financial circumstances. By taking a personalized approach, CBE strives to understand the challenges patient’s face and works collaboratively with them to find suitable solutions. Empathetic Communication: CBE’s agents receive initial and ongoing training on the underlying causes and consequences of medical debt, and this understanding helps us to truly understand the patient’s situation. Our agents work diligently to connect with the patient and not solely focus on their account. We emphasize best practices that focus on empathy and the utmost respect when communicating with patients. Education and Support: At CBE, we recognize that many patients may lack familiarity with the complexities of medical billing and insurance systems, especially in the... --- ### Five Qualities of a Successful Customer Care Agent - Published: 2023-07-12 - Modified: 2024-06-11 - URL: https://www.cbecompanies.com/five-qualities-of-a-successful-customer-care-agent/ - Categories: Customer Service Industry-leading businesses understand the importance of quality customer service. The role of a customer service agent is more than just an entry level position, they are the voice of the organization. Their skills and decisions determine your customer’s overall experience with your brand, both good and bad. Companies experiencing customer retention issues often find poor customer service at fault. Agents with negative attitudes or lack of knowledge can drive customers away to competitors. In fact, TCN found that 73% of Americans are likely to abandon a brand after just one poor customer service experience. In addition, 53% said that speaking to a live agent is their top preference for communicating with a company’s customer service department. To optimize the level of customer service within your organization, CBE Customer Solutions has identified five important qualities of a successful customer care agent: Effective Communication Skills: This includes both verbal and written communication. Customer care agents should communicate with customers clearly and concisely, whether they are speaking on the phone or through email, text, or chat. They should also listen effectively to understand the customer’s needs. Empathy: Customer care agents should empathize with customers, even when they are frustrated or angry. Putting themselves in the customer’s shoes to understand how they’re feeling, can go a long way. Problem Solving Skills: Customer care agents will often be faced with difficult problems. They need to think critically and creatively to find solutions that fit individual needs. Patience: Customer care agents often deal with difficult customers,... --- ### Exploring the Benefits of Offshoring: 10-Years of Excellence in the Philippines - Published: 2023-07-05 - Modified: 2023-07-05 - URL: https://www.cbecompanies.com/benefits-of-offshoring/ - Categories: Communication In an increasingly interconnected world, businesses are constantly seeking innovative strategies to remain competitive and optimize their business operations. Offshoring has emerged as a powerful solution, enabling companies to tap into global talent pools, leverage cost advantages, and drive operational excellence. Over the past decade, CBE Companies has strategically tapped into the Philippines’ immense potential as a destination for offshoring services, fueling its growth. Many companies today share similar concerns regarding the need to increase ROI and performance levels with their current outsourcing partner. We would like to introduce to you the benefits of offshoring and why outsourcing in the Philippines may be the right solution for you! Advantages of Offshoring Call Center Services With CBE: Enhanced Service Levels and Customer Satisfaction: Through offshoring, businesses can improve service levels and enhance customer satisfaction. Time Zone Advantage: The Philippines operates in time zones that align with many regions, including North America, facilitating real-time collaboration and prompt responses to customer inquiries. Cost Efficiency and Competitive Advantage: One of the primary advantages of offshoring is the cost savings it offers. CBE Companies leverages this to provide cost-efficient solutions without compromising on service quality, giving our clients a competitive edge. Access to a Diverse Talent Pool: Offshoring to the Philippines allows businesses to access a diverse and highly skilled talent pool that may not be readily available domestically. Accent Neutrality: Filipino accents are generally neutral and easily understandable for customers from various English-speaking regions. This eliminates language barriers and enhances the overall customer experience.... --- ### Celebrating Diversity and Inclusion: Embracing PRIDE at CBE Companies - Published: 2023-06-29 - Modified: 2023-06-29 - URL: https://www.cbecompanies.com/embracing-pride-at-cbe-companies/ - Categories: DEI At CBE Companies, we believe that diversity and inclusion are not just buzzwords but values that should be celebrated and embraced. As the month of June comes to an end, we want to take this time to honor and support the LGBTQ+ community by celebrating PRIDE. Rooted in Our Core Values Our commitment to LGBTQ+ rights is deeply rooted in our core values and mission. We believe that every individual, regardless of their sexual orientation or gender identity, deserves equal opportunities and a supportive environment. By integrating Pride and LGBTQ+ rights into each of our core values, we not only affirm our commitment but also create a strong foundation for a diverse workplace. Through leadership, respect, continuous improvement, integrity, and innovation, we forge a path where LGBTQ+ individuals are values, celebrated, and empowered within our organization and beyond. Leadership: We believe that true leadership goes beyond just guiding the organization towards success. It means taking a stand for what is right, including promoting LGBTQ+ rights and equality. We lead by example, advocating for inclusivity within our organization. Respect: CBE fosters an environment where everyone is treated with dignity and respect. We celebrate and honor the diverse experiences and perspectives within our LGBTQ+ community, ensuring that they are fully embraced and accepted. Continuous Improvement: In our pursuit for continuous improvement, we recognize the importance of evolving along society. We are dedicated to continually educating ourselves and the challenging biases to better support LGBTQ+ rights. Integrity: We uphold the highest ethical standards... --- ### Unlocking the Potential of Your Workforce: How BPO Services Aid in Addressing Quiet Quitting - Published: 2023-06-09 - Modified: 2023-06-09 - URL: https://www.cbecompanies.com/bpo-quiet-quitting/ - Categories: Customer Service In today’s dynamic job market, a new trend is quietly reshaping the workforce. Termed “Quiet Quitting,” this phenomenon spreading virally on social media refers to the growing number of employees who discreetly disengage from their current roles. Driven by a confluence of factors, such as shifting priorities and a collective yearning for change, quiet quitting has become a defining feature of our current workforce landscape. This ebb and flow of talent has placed an additional burden on remaining employees, forcing them to shoulder the increased workload and ultimately leading to burnout. According to this recent article from Gallup, the drop in employee engagement began in the second half of 2021, and has continued to drop since. Gallup’s research reveals a startling truth – nearly 50% of employees are not engaging in their work. These individuals exhibit signs of quiet quitting, choosing to mentally and emotionally check out while physically remaining in their roles. As businesses grapple with the challenges posed by this trend, it becomes crucial to explore effective solutions to address the consequences of quiet quitting. CBE Companies and Business Process Outsourcing to the Rescue! Business Process Outsourcing (BPO) services have emerged as a strategic force for organizations seeking to navigate the changing dynamics. This means that many companies have been left with roles to fill and answers as to how to bridge the labor gap. That’s where CBE Companies and business process outsourcing comes in. CBE can aid in the impact of quiet quitting by offering seamless transitions,... --- ### CFPB Announcement: Canceling Credit Reporting on Medical Debt under $500 > In a significant move aimed at easing the financial burden on individuals, the Consumer Financial Protection Bureau (CFPB).... - Published: 2023-05-23 - Modified: 2023-05-23 - URL: https://www.cbecompanies.com/cfpb-medical-debt/ - Categories: Healthcare In a significant move aimed at easing the financial burden on individuals, the Consumer Financial Protection Bureau (CFPB) recently made an announcement that credit reporting on medical debt under $500 has been cancelled. The CFPB aims to provide individuals with an opportunity to rebuild their creditworthiness and regain financial stability without being burdened by medical debt. This follows a report conducted last year, where the CFPB questioned whether medical debt should be reported to the credit bureaus and factored into credit scores. In tandem with the CFPB initiative, Biden-Harris administration announced plans to implement new actions to lessen the burden of medical debt and increase consumer protection last April. Most consumers with medical debt will have seen a significant change to their credit scores earlier this month. This average increase is 21 points for people with medical collections under $500 and 32 points for people with medical collections over $500. * CBE’s Commitment to our Clients and Consumers At CBE Companies, we understand that healthcare debt can become overwhelming, and we are committed to providing support and assistance throughout the payment process. Our goal is to work collaboratively with the patients/guarantors, offering flexible payment options that fit their unique circumstances. By providing these options, we aim to reduce financial strain and ensure that the patients receive the care they need while maintaining their financial stability. CBE’s training program centers on a philosophy of professional problem solving. Our associates receive initial and ongoing training, understand underlying causes of medical debt, and... --- ### CBE Companies Welcomes Jim Crone to its Team > Cedar Falls, IA – May 19, 2023 – CBE Companies is thrilled to announce the return of Jim Crone as Senior Vice President of Sales. - Published: 2023-05-18 - Modified: 2024-06-11 - URL: https://www.cbecompanies.com/welcome-jim-crone/ - Categories: Leadership FOR IMMEDIATE RELEASE Cedar Falls, IA – May 18, 2023 – CBE Companies is thrilled to announce the return of Jim Crone as Senior Vice President of Sales. Jim previously contributed to the success of CBE, and with his extensive experience and deep understanding of our organization, Crone is poised to again make a significant impact, further bolstering our commitment to innovation and growth. With 39 years of industry experience, Crone is highly knowledgeable in accounts receivable management and business outsourcing processes. His proven track record in a variety of vertical markets including financial services, education, healthcare, utility, telecommunications, and government will significantly contribute to CBE’s ongoing success. “We are delighted to have Jim join CBE given his respected tenure in the industry. ” said Lynn Reynolds, Chief Sales Officer of CBE, “As we continue to grow, Jim’s background aligns nicely for continued expansion of entities seeking customer excellence and performance. ” Crone expressed his excitement about joining the CBE team, stating, “I am excited to be back with CBE Companies where I was fortunate to have previously been part of a team that produced significant growth during a six-year period. I worked with a lot of good people and not only gained friends for life, but we all learned and developed both professionally and personally by being a part of the CBE organization. It is great to be back in a position where I can have a positive impact on the organization and assist them in achieving their goals... --- ### Staying in the Business Process Outsourcing (BPO) Game as Artificial Intelligence (AI) Capabilities Rise > In today's fast-paced and competitive business world, AI is becoming increasingly vital, and companies must embrace.... - Published: 2023-05-11 - Modified: 2023-05-11 - URL: https://www.cbecompanies.com/staying-in-the-bpo-game-as-ai-capabilities-rise/ - Categories: Technology Emerging AI Technology Causing a Shift in Business Processes AI technology is rapidly transforming the way businesses operate, by automating various tasks and processes. One of the most significant impacts of AI on business processes is the ability to process large amounts of data quickly and accurately. By utilizing advanced algorithms and machine learning techniques, AI systems can analyze vast amounts of data and identify patterns that would be difficult, if not impossible, for humans to detect. Another significant benefit of AI technology is the ability to automate repetitive tasks, freeing up employees to focus on more strategic and value-added work. For example, AI-powered chatbots can handle customer inquiries and support requests, reducing the workload on customer service representatives and allowing them to focus on more complex issues. Similarly, AI can automate routine administrative tasks, such as data entry or invoicing, allowing employees to concentrate on more creative or analytical work that requires human input. While these capabilities sound great, nothing machine-generated comes without risk. In this industry, bias, hacking, and ethical concerns sit at the top of the list, which is why it’s always important to weigh the pros and cons of new technology and to be diligent in your research. As the world moves forward with AI, there’s still plenty of room left for those of us in the traditional business process outsourcing space who understand the importance of a human component. What Benefits Does a BPO Company like CBE Provide Over AI Capabilities? When it comes to... --- ### Boosting Consumer Confidence: The Benefits of Outsourcing Call Center Services to CBE > US consumer confidence has fallen to a 9-month low in April 2023. This decline is attributed to concerns about the rising inflation.... - Published: 2023-05-04 - Modified: 2023-05-04 - URL: https://www.cbecompanies.com/boosting-consumer-confidence/ - Categories: Customer Service Prolonged Economic Turbulence is Causing Low Consumer Confidence Consumer confidence can be a crucial factor in determining the success of businesses. When consumer confidence is high, consumers are more likely to spend money and invest in the economy. However, when consumer confidence is low, consumers are more hesitant to spend money, which can have a negative impact on businesses the economy. According to a recent report from Reuters, US consumer confidence has fallen to a 9-month low in April 2023. This decline is attributed to concerns about the rising inflation and uncertainty about the economic recovery following the COVID-19 pandemic. With consumers growing more sensitive to higher prices and growing inflation, it is essential for businesses to focus on improving their customer service to retain their existing customer base and attract new customers. Benefits of Outsourcing Call Center Solutions CBE is known for our decades of experience providing consistent, sustainable call center performance and delivery. CBE’s core values are engrained in our business activities and enable us to apply our mission to create outsourcing solutions that make clients better in each of our strategic partnerships. A positive experience with customer service can boost retention by double digits. Customers reward companies with repeat business when they can communicate conveniently and in their preferred method. CBE’s call center solutions are designed to provide businesses, both domestic and global, with a dedicated team of professionals who are trained to handle customer inquiries, issue resolution, and support efficiently. By outsourcing call center services to... --- ### Remote Work: From Big Offices to Virtual Teams > CBE Companies has adopted remote workers for call center operations, leading to enhanced productivity and work quality. - Published: 2023-04-21 - Modified: 2023-04-21 - URL: https://www.cbecompanies.com/remote-work-from-big-offices-to-virtual-teams/ - Categories: Communication, Technology Introduction A recent article by Jarred Schenke at Bisnow Atlanta indicates that more than 30 million square feet of office space has been abandoned due to remote work taking hold across the country. Despite the return-to-office trend, most companies have opted to retain remote work options. CBE Companies has adopted remote workers for call center operations, leading to enhanced productivity and work quality. Hiring for Remote Work When hiring for remote work, follow best practices to ensure you find the right candidate for the job. Ensure you are clearly defining the role and communicate the responsibilities and requirements in the job posting. Look for candidates with remote experience, as this can be an indicator that they have the necessary skills and discipline to work independently. Communication skills are particularly important for remote work, both written and verbal. Consider including a written communication test in the hiring process to evaluate a candidate's written skills and conduct video interviews to simulate face-to-face interactions and get a sense of a candidate's personality and communication style. It is also essential to assess technical proficiency since remote workers need to be comfortable with technology and able to troubleshoot issues on their own. Consider giving candidates a technical test to evaluate their proficiency with the tools and platforms they will be using. In addition to evaluating technical and communication skills, assess whether a candidate is a good cultural fit for your organization. Look for team members who are aligned with the company culture and values. Include... --- ### CBE Companies: Where ‘Doing the Right Thing’ Meets Inclusion and Becomes a Company-Wide Initiative - Published: 2023-04-03 - Modified: 2023-04-03 - URL: https://www.cbecompanies.com/doing-the-right-thing/ - Categories: Communication, DEI CBE’s weaves Diversity, Equity, and Inclusion (DEI) efforts into the fabric of their organization – As an organization that has built its success on “doing the right thing”, we are diligently working to incorporate diversity, equity, and inclusion (DEI) into every department, process, and decision at our company as it naturally becomes an integrally woven part of our company’s culture. Just like some of the strongest and most unique fabrics are made by weaving fibers together, such is our goal for DEI at CBE. Planning for Success Early on in CBE’s DEI efforts, we knew that we would need to make more than just surface-level changes. We understood that employees want to be acknowledged and included in their company in ways that make them feel they are valued and that they belong. But first, our company needed to understand the status of our current DEI landscape, identify where we needed to pivot our efforts, and figure out a plan that would help us move toward goals. CBE sought assistance from a best-in-class consulting firm to survey and assess employees at all levels on their DEI workplace experience; this ongoing collaboration allowed us to establish a plan that not only enhances the environment for our employees and our company, but for our communities as well. While our DEI efforts are ongoing and we’ll never complete our tapestry masterwork, CBE has made substantial progress toward a more positive future for employees and communities alike. CBE’s INTERNAL DEI efforts CBE has created internal... --- ### CBE Companies Among 2023 Training APEX Award Winners - Published: 2023-03-07 - Modified: 2023-03-07 - URL: https://www.cbecompanies.com/cbe-2023-training-apex-award-winners/ - Categories: Press Releases - Tags: Awards, Training Advancing our development programs to offer meaningful training for a positive employee experience. CEDAR FALLS, Iowa, Feb. 28, 2023 -- CBE was recognized with the 2023 Training APEX Award issued by Training magazine, a premier learning and development publication in business for more than 55 years. The APEX award program surveys participating organizations worldwide with both qualitative and quantitative metrics, including breadth, financial investment, and effectiveness of employee development programs. The evaluation also takes into consideration how efforts impact business goals and objectives. This is the third consecutive year that CBE has received a Training APEX award. “We are pleased to be recognized as a 2023 Training APEX Award winner for the third year in a row, and we are proud of our high ranking out of more than 100 organizations. ” responded Alex Reed, Chief Operating Officer of CBE Companies. “I see training and development as an investment into our most valuable resource, our people. CBE is a learning organization, and our focus on continuous development benefits not only our employees, but also our clients through greater results. ” The 2023 Training APEX Award honors organizations that demonstrate best-in-class training and development practices, including learning management systems, employee support systems and satisfaction surveys, and tuition reimbursement programs. Organizations were required to complete a comprehensive application, which was quantitatively scored by an outside data company, as well as qualitatively scored by Training magazine’s editor/publisher and representatives of the Training Hall of Fame. CBE was ranked 22nd out of 105 awarded... --- ### We are excited to announce the new Leadership & Legacy Scholarship Program! - Published: 2023-02-03 - Modified: 2023-02-03 - URL: https://www.cbecompanies.com/we-are-excited-to-announce-the-new-leadership-legacy-scholarship-program/ - Categories: Philanthropy, Press Releases - Tags: DEI, Inclusive Opportunities, Leader Valley WATERLOO, IA – Leader Valley is excited to announce a new Leadership & Legacy Scholarship for Minority Students that will benefit high school students throughout the Cedar Valley with plans to attend college. Established by CBE Companies (CBE) Owner and Chairman Tom Penaluna and his wife Ginger, this scholarship will fund and award annual scholarships and provide leadership training to minority youth in Black Hawk County, with an emphasis on those who have attended ‘Leader in Me’ schools. “Leader Valley’s ‘Leader in Me’ initiative prepares students with employability and leadership skills regardless of their race, religion, or socio-economic backgrounds,” explains Penaluna. “Ginger and I hope this scholarship fund will help create a better environment for those disadvantaged minority students after they graduate, to come back to the Cedar Valley and help our community become more inclusive which will open doors to new thinking and enriching lives. ” This announcement comes on the heels of Leader Valley’s 10-year celebration on Jan. 10, where CBE’s founder Tom Penaluna received the Leader Valley Legacy Award for his influential role in the establishment and growth of Leader Valley over the last decade. Now, Penaluna is continuing his legacy of investing in young leaders through the establishment of the Leader Valley Leadership & Legacy Scholarship, which furthers his ongoing commitment to providing diverse and inclusive opportunities to traditionally under-served groups with a focus on Cedar Valley’s African American community. “In 2020, our community faced the devastating blow of being named the worst place in the... --- ### Social Monitoring: Customer Experience Management Across Channels > Because social media often serves as the entry point for customers, it’s necessary to employ some form of social monitoring - Published: 2023-01-29 - Modified: 2023-01-29 - URL: https://www.cbecompanies.com/social-monitoring-customer-experience-management-across-channels/ - Categories: Social Moderation, Social Monitoring - Tags: Social Monitoring Whether businesses have one or many social media accounts, ensuring positive customer experience (CX) is a necessity — no matter what channel. Because social media often serves as the entry point for customers, it’s necessary to employ some form of social monitoring. Many organizations have dedicated social media teams to manage accounts and handle their customer experience (CX) needs; however, there are customer experience management (CXM) technologies that can help support this task. Artificial intelligence (AI) can help businesses leverage data and insights for deeper consumer insights and more accurate real-time customer experiences — especially relevant when you are looking at new brand analytics. As available information grows exponentially across channels, it’s critical to monitor and continue to engage with customers to maintain CX. What is social media and content moderation? Social media and content moderation is how businesses or individuals manage user-contributed content. For example, suppose brand “X” has a Facebook page, and someone leaves a positive comment. In that case, a moderator can respond or directly connect with the commentator to encourage a favorable relationship between the business and the customer. However, if a negative comment is made on the social media channel, a moderator can delete it or follow up to better understand the CX issue. A few channels where customers, fans, or even trolls can generate content that should be monitored with advanced AI tools include: Blogs and chat boards External review-based sites (Google, Yelp, etc. ) Social media (Facebook, Instagram, LinkedIn, Twitter, etc. ) Video... --- ### CBE Companies Sponsors ‘Black Excellence HBCU Tour’ Launched by Embracing Exploration > Local non-profit Embracing Exploration launches the ‘Black Excellence HBCU Tour’ offering area students an opportunity to experience and explore educational opportunities while celebrating their heritage and inspiring greatness. CBE’s Madelyn Ridgeway, Director of Diversity, Equity, Inclusion & Belonging, joined these students on this incredible journey – be sure to check out the tour video for more details! - Published: 2023-01-20 - Modified: 2024-06-11 - URL: https://www.cbecompanies.com/cbe-companies-sponsors-black-excellence-hbcu-tour-launched-by-embracing-exploration/ - Categories: DEI Local non-profit Embracing Exploration launches the ‘Black Excellence HBCU Tour’ offering area students an opportunity to experience and explore educational opportunities while celebrating their heritage and inspiring greatness. CBE’s Madelyn Ridgeway, Director of Diversity, Equity, Inclusion & Belonging, joined these students on this incredible journey – be sure to check out the tour video for more details! Local non-profit Embracing Exploration launches the ‘Black Excellence HBCU Tour’ offering area students an opportunity to experience and explore educational opportunities while celebrating their heritage and inspiring greatness. CBE’s Madelyn Ridgeway, Director of Diversity, Equity, Inclusion & Belonging, joined these students on this incredible journey – be sure to check out the tour video for more details! Embracing Exploration is a local non-profit launched in February 2022, with a mission of exposing youth and their families to experiences and opportunities beyond their current reality. The Black Excellence HBCU Tour was the organization’s first project; its mission is to introduce Black Hawk County students to Historically Black Colleges & Universities (HBCUs) so they can experience environments that make them proud of their heritage and inspire greatness. Providing this opportunity to tour HBCUs and historically significant sites, students are exposed to Black history, Black excellence, and educational possibilities. While 80 percent of Black doctors, judges, lawyers, and teachers matriculate from HBCUs, none of those institutions are located within a five-hour radius for Iowa students to tour. This puts our students at a disadvantage when it comes to learning firsthand about all the collegiate options available to help them thrive. This gap in exposure is what led to the creation of the Black Excellence HBCU Tour. Funded primarily by McElroy Trust, the first tour was held in October 2022 and included 22 area students of all backgrounds. The group visited five HBCUs in Tennessee & Alabama: Tennessee State University, Alabama A&M University, Alabama... --- ### Full Steam to 2023: Reflecting on a Standout Year for CBE - Published: 2022-12-21 - Modified: 2022-12-21 - URL: https://www.cbecompanies.com/cbe-celebrates-diversity-customer-service-2022/ - Categories: Communication, Customer Service, Leadership - Tags: commitment, diversity, leadership, philanthropy 2022 was a tremendous year for CBE, so let’s take a moment to celebrate our strengthened commitments to diversity in hiring, successful philanthropic endeavors, talented executive team and employees, and optimistic outlook for 2023 and the future. Author: Erica Parks, CBE President and CEO Taking a moment to celebrate our CBE community As 2022 is drawing to a close, I’d like to slow down for just a bit to reflect on the incredible year we had at CBE. Diversity helps us to connect deeper with the clients and communities we serve, we’ve strengthened our commitment to hiring diverse talent to help CBE continue to provide high-caliber and caring services for our customers. As I reflect on all we’ve accomplished, I am very proud of all the people who make the CBE culture everything it is. Thank you CBE leadership team First, I’d be remiss if I didn’t acknowledge the hard work of the CBE executive team. Each member exemplifies our core values and leads with integrity, care, compassion, and respect. It is with your help that we can foster an environment where our diversity empowers us to evolve for our clients and enable our 1,400+ talented employees to thrive. Since 2018, we’ve followed the EOS framework and I’ve been fortunate to work with this team to find the optimum roles for each individual. Together, we hold each other accountable to make sure we stay on the same page and execute plans and goals. Our dedication over the last 4–5 years has brought stability and consistency. Nick Michael, Chief Risk Officer has helped CBE with everything from sales and marketing to IT and client relationship management. Now, as our Chief Risk Officer, he oversees compliance, QA, Litigation Management,... --- ### Medical Debt Collection That's Patient-Centered - Published: 2022-11-29 - Modified: 2022-11-29 - URL: https://www.cbecompanies.com/medical-debt-collection-thats-patient-centered/ - Categories: Healthcare, Technology - Tags: Healthcare, Technology The growing threat of cyber breaches in the healthcare industry has spiked. Ransomware attacks are on the rise. Medical Debt CollectionMedical debt collection is a rising concern driven by rising healthcare costs which have been escalating for years. Healthcare debt is one of the biggest – if not the biggest – sources of debt for many Americans. The Consumer Financial Protection Bureau (CFPB), which is tasked with protecting consumers from unfair, deceptive, and abusive practices by financial institutions, has taken a special interest in medical debt collection practices. The agency has been studying this issue for years, including issuing a report in 2015 that found that “most consumers do not understand how medical debt is collected or why they are being pursued by a collection agency. ”   Medical Bill Collection Agency   Some people were surprised to learn that their medical bills had been turned over to a collection agency or debt collector after they thought they had paid their bills. They also expressed confusion about why medical bills were being sent to collections at all since they thought their insurance would cover them or because they had no idea where else to turn when they could not cover out-of-pocket costs. A 2022 CFPB report also found that many consumers were confused about what exactly could be done about their debts once they’d been sent to collections. Some believed there was nothing more they could do, and felt powerless when faced with potentially damaging debt. And the debt is certainly damaging; as of June 2021, consumer credit records reported $88 billion in medical debt. However, as the... --- ### CBE Companies Announces Erica Parks as President and Chief Executive Officer - Published: 2022-11-02 - Modified: 2022-11-02 - URL: https://www.cbecompanies.com/cbe-companies-announces-erica-parks-as-president-and-chief-executive-officer/ - Categories: Press Releases - Tags: Press Release CBE Companies (CBE) announced today that President Erica Parks has been appointed to President & Chief Executive Officer. Owner and Chairman Tom Penaluna appoints a new CEO CEDAR FALLS, Iowa, Nov. 03, 2022 (GLOBE NEWSWIRE) -- CBE Companies (CBE) announced today that President Erica Parks has been appointed to President & Chief Executive Officer. CBE’s Owner & Chairman, Tom Penaluna, has passed the torch after holding the role for over 35 years, though he will remain closely involved as he continues to provide vision to the company, head the Board of Directors, and participate on the company’s Board of Advisors. Penaluna commented, “I am excited for and confident in Erica and her management team continuing and exceeding the success CBE has been blessed with over the years. ” Parks has held several leadership roles since joining CBE in 2013 including Vice President of Finance, Chief Financial Officer, and most recently President. Parks and the Executive Management Team are responsible for executing the overall business plan and driving results for all stakeholders. Her strong leadership will continue to guide CBE through strategic and value-based growth in every area of our business. “Over the last several years, CBE has undergone a pivotal transformation and we have a very exciting future ahead,” stated Parks. “I am honored to lead this organization and fulfill the vision of Tom, our Owner and Chairman. CBE is firmly positioned for growth as we execute on our strategic plan over the next five years. ” Prior to joining CBE, Parks held roles at McGladrey (now RSM) as well as John Deere. She is a Certified Public... --- ### Healthcare Cybersecurity Best Practices for 2023 - Published: 2022-10-28 - Modified: 2022-10-28 - URL: https://www.cbecompanies.com/healthcare-cybersecurity-best-practices-for-2023/ - Categories: Healthcare, Technology - Tags: Healthcare, Technology The growing threat of cyber breaches in the healthcare industry has spiked. Ransomware attacks are on the rise. Healthcare Ransomware Attacks Have Recently Spiked   The average cost of a data breach in the U. S. is $9. 44M — twice the global average. And according to the most current Cost of a Data Breach Report, healthcare was hit the hardest for the 12th year in a row, with an increase of 42% since 2020. While data breaches and cyberattacks are harmful in any industry, healthcare companies can be hit with unprecedented fines if the breach violates HIPAA privacy law. Unfortunately, paying the ransom is often the answer when there is a breach in patient services and private data. According to the Cost of a Data Breach Report, a breach in the healthcare industry now comes with a record-high price tag of $10. 10M. *The Cost of a Data Breach Report is compiled with research independently conducted by Ponemon Institute and featuring analysis by IBM Security. It’s among the leading benchmark reports in the security industry. Scripps Data Breach Ransomware attacks are becoming more varied, aggressive, and costly. Hospitals are under significant attack as they are caught in the crosshairs. A massive cyberattack in May 2021 cost Scripps Health $112. 7 million through June, forcing Scripps to bear most of the burden through lost revenue. Universal Health Services was hit with a devastating attack in 2020 that took down its IT systems, leading to a network shutdown at 250 hospitals around the country. According to an HHS report, that attack cost the health system $67 million in lost... --- ### Discover Your Next Career with CBE Companies - Published: 2022-10-11 - Modified: 2022-10-11 - URL: https://www.cbecompanies.com/discover-your-next-career-with-cbe-companies/ - Categories: Communication - Tags: Communication Originally labeled as the Great Resignation, experts are now calling it the Great Reshuffle. Trends show people are trading up. Originally labeled as the Great Resignation, experts are now calling it the Great Reshuffle. Trends show people are trading up. No matter what you call it, the Great Resignation, the Great Renegotiation, the Great Rethink, or the Great Reshuffle, workers (in outlandish numbers) are quitting one job for another. According to the U. S. Bureau of Labor Statistics, more than 47 million Americans voluntarily quit their jobs in 2021 – an unprecedented mass exodus. But when we look closer, we see that hiring rates have outpaced quit rates since November 2020. While the national quit rate is 2. 7%, the national hiring rate is 4. 2%. What's really going on? In 2020, the resignation rate slowed because of uncertainty brought on by the Covid-19 pandemic, and workers held on to their jobs in more significant numbers. But that pause was short-lived. In 2021, the federal government sent out stimulus checks, and some of the uncertainty waned. That's when a record number of workers quit their jobs, thus creating the so-called Great Resignation. However, that number included many workers who might have left their jobs in 2020 had there been no pandemic. This means that we are back in line with pre-pandemic departures – a trend that American employers will likely be confronting for years to come. Where are workers going? So, what are Americans looking for in their next job? Why are they leaving, and where are they going? Workers realize there are better ways to earn a living, including... --- ### What Corporate Social Responsibility Means to CBE - Published: 2022-09-28 - Modified: 2022-09-28 - URL: https://www.cbecompanies.com/what-corporate-social-responsibility-means-to-cbe/ - Categories: Communication Amid worldwide uncertainty, CBE is deliberately different. The team at CBE is more than just ambitious; they bleed purpose Amid worldwide uncertainty, CBE is deliberately different. While other companies face rapid change at almost every level of the organization, CBE is focused on its continuity and resilient efforts to align corporate strategy with corporate culture. We can’t deny there is a certain level of current economic turbulence, and there is an air of uncertain impact remote and hybrid work may have on companies. Still, CBE is steadfast in its mission to square corporate strategy with corporate culture to maintain its competitive edge. While they’ve brought some employees back into the office, which only strengthens its culture, a big part of its competitive edge is its robust corporate social responsibility (CSR) position. It's not enough to cascade information; Amanda Gantois, CBE's Vice President of Human Resources explains the company's genuinely healthy corporate culture as circular: two-way communication and feedback loops. Traditionally, businesses will express support for a cause (a cause of their choosing) and call it CSR. But CBE doesn't see it as a "one-size-fits-all" initiative, and it understands that change ripples outward. The company welcomes employees' desires — and invitations — to support local and national causes that are critical to them. Smaller, more localized philanthropic efforts by an employee are encouraged by the company, and more significant scale choices are voted on through committees or senior-level management. For CBE, circular also means continual. Over 200 hours have been recorded in the third quarter, and employees have... --- ### How CBE Readies Itself Against Cyber Threats - Published: 2022-09-19 - Modified: 2022-09-19 - URL: https://www.cbecompanies.com/how-cbe-readies-itself-against-cyber-threats/ - Categories: Technology - Tags: Technology CBE has never had a successful cyber intrusion—and this is why CBE has never had a successful cyber intrusion—and this is why At an individual level, cybersecurity attacks can lead to everything from identity theft, extortion attempts, and the loss of critical data, such as family photos. And now, given the evolving nature, increasing frequency and complexity, sophisticated cyber actors use vulnerabilities to thieve information and money and are developing powers to disrupt, destroy, or jeopardize critical services. In 2020, cybersecurity researchers identified a breach at Solarwinds, which gave cybercriminals access to 18,000 government and private computer networks. And more recently, LinkedIn suffered a massive breach that affected 92% of its users. CBE's cybersecurity posture For CBE Companies, cybersecurity is an intricate practice. According to Bill Atkins, Director of Information Security, the best way to prevent attacks and secure information is through a multilayered approach to cyber security. Atkins explains that the information security posture of CBE is based on the fundamentals outlined in major national and international security standards, which intertwine staff, processes and technologies. Their successful cybersecurity approach has several layers of protection stacked on top of the computer, network, software and data they aim to secure. This wide-ranging group of standards ensures that the CBE framework is based on security and privacy protection best practices from multiple industries, including the federal government, healthcare and financial sectors. This diversity means that CBE's security and privacy protection posture is well-rounded in various control families, so CBE can better anticipate future risk areas and formulate proactive approaches to emerging threats. Employing... --- ### Interview with Erica Parks: A one-of-a-kind female president - Published: 2022-08-08 - Modified: 2022-08-08 - URL: https://www.cbecompanies.com/interview-with-erica-parks-a-one-of-a-kind-female-president/ - Categories: Press Releases - Tags: Press Release All rising stars begin somewhere. For Erica Parks, President of CBE Companies, it began with a goal: to become a Chief Financial Officer by age 30. Erica Parks, President, CBE Companies How one leader is creating her own success All rising stars begin somewhere. For Erica Parks, President of CBE Companies, it began with a goal: to become a Chief Financial Officer by age 30. While it's been said that true success is achieved when one works hard under the aegis of steel perseverance, it's not the defining marker that helped Parks build her career. Her path to success embraces a genuine, human-centered understanding of who people are, where they are, and what they do. Empowered with empathy When asked if there are specific skills that helped her see her next step, or a skill that helped her rise to the next-level job, Parks responded, "It's all about being a learner. " She advises leaders to worry less about themselves and instead focus on "working themselves out of a job. " By focusing on developing the people around her, she’s opened doors for her colleagues and herself. "To be a leader, I must ensure someone else can do my job. And to do that, I focus on developing the people coming up behind me. It's a common sense element of human management to inspire people, and it's a philosophy I've always embraced. " Stimulating trust on a personal level In the early days of her career, Parks often mingled with her coworkers. She wanted to hear their ideas but mostly wanted the team to feel comfortable around her, rather than intimidated. She understood that when individuals... --- ### 2022 HFMA Conference Highlights: From Automation to Legislation - Published: 2022-07-08 - Modified: 2022-07-08 - URL: https://www.cbecompanies.com/2022-hfma-conference-highlights-from-automation-to-legislation/ - Categories: Press Releases - Tags: Press Release This year's HFMA Conference did not disappoint. For four days in Denver, Colorado, attendees participated in insightful keynote speeches, interactive panel discussions, and hands-on workshops. There’s a lot of talk about innovation and digital transformation, but what does it mean for healthcare financial professionals? Here’s a quick look at some key takeaways from this year’s Healthcare Financial Management Association (HFMA) Annual Conference with a focus on how the industry is moving toward innovation, digital transformation, and more. As the world continues to navigate post-COVID costs of living, financial concerns remain at the forefront of healthcare considerations. While it is important to maintain a stellar patient financial experience (PFX), it can be challenging to do so in this current environment. Some suggestions included flexible payment plans and a properly trained staff with tools to handle any financial questions or concerns. Automation and Artificial Intelligence (AI) processes are highly sought to reduce the burden and increase efficiencies. In healthcare, for example, these technologies can be used to streamline administrative tasks, improve patient care and safety, and support population health management. The healthcare system is under immense stress due to a hiring shortage caused by the pandemic and the Great Resignation. This is causing a ripple effect throughout the healthcare market, as the system is taxed and strained. Strategies continue to evolve in the pursuit to alleviate payer-provider-patient frustrations. Tactics such as pre-paid services, early discounting, omnichannel communications for appointment/payment reminders, and greater collaboration improve revenue management efficiency. Continued opportunities for education in the healthcare space grow as regulation and state legislation impacts the healthcare environment. Main topics of engagement included the No Surprises Act, which provides federal... --- ### CBE Companies Announces Lynn Reynolds as New Chief Sales Officer - Published: 2022-05-09 - Modified: 2022-05-09 - URL: https://www.cbecompanies.com/cbe-companies-announces-lynn-reynolds-as-new-chief-sales-officer/ - Categories: Press Releases - Tags: Press Release CBE Companies (CBE) announced today that Lynn Reynolds has joined the company as Chief Sales Officer. In this role, Reynolds is responsible for translating business strategies into maximum profits commensurate with the best interest of the organization, clients, employees, and the community. CEDAR FALLS, IA – May 10, 2022 – CBE Companies (CBE) announced today that Lynn Reynolds has joined the company as Chief Sales Officer. In this role, Reynolds is responsible for translating business strategies into maximum profits commensurate with the best interest of the organization, clients, employees, and the community. “We are proud an industry veteran with Lynn’s knowledge and determination has joined our team to drive our sales and growth initiatives,” commented Erica Parks, President of CBE Companies. “CBE remains committed to leading the receivables management industry, and Lynn’s deep experience, leadership, and passion will strengthen our organization as we plan for the future. ” With more than 25 years in the industry, Reynolds is highly knowledgeable in accounts receivable management and business outsourcing processes. She has built a solid reputation based on quality, service, and unwavering ethics while adapting to the constant change in regulatory, legislative, and client requirements. “I’m thrilled to join CBE Companies and to be working alongside this talented team,” stated Reynolds. “CBE’s solid foundation is well poised for growth, and I look forward to expanding CBE’s offerings and clientele. ” Prior to joining CBE, Reynolds’ tenure included Account Control Technology, General Revenue Corporation, and Pioneer Credit Recovery. As a seasoned professional, she understands how best practices result in high performance and an enhanced customer experience. Reynolds currently serves on the Membership Committee for Receivables Management Association International (RMAI), previously served on the Boards of National Council of Higher Education Resources (NCHER) and Coalition of... --- ### CBE Companies Announces Albert Smothers as New Chief People Officer - Published: 2022-04-28 - Modified: 2022-04-28 - URL: https://www.cbecompanies.com/cbe-companies-announces-albert-smothers-as-new-chief-people-officer/ - Categories: Press Releases - Tags: Press Release CBE Companies (CBE) announced today that Dr. Albert Smothers has joined the company as Chief People Officer. In this role, Smothers is responsible for developing and executing the human capital strategy in support of the overall business plan and strategic direction of the organization in the areas of succession planning, talent management, training and development, and compensation. CEDAR FALLS, IA – April 28, 2022 – CBE Companies (CBE) announced today that Dr. Albert Smothers has joined the company as Chief People Officer. In this role, Smothers is responsible for developing and executing the human capital strategy in support of the overall business plan and strategic direction of the organization in the areas of succession planning, talent management, training and development, and compensation. “We are extremely excited that Dr. Albert Smothers has joined our organization,” commented Erica Parks, President of CBE Companies. “His deep background and experience in leadership, coupled with his alignment to our core values, will drive our organization into the future while ensuring CBE’s people focus remains at the forefront of our business decisions. ” Smothers’ ability to understand people and his desire to elevate the employee experience will further develop CBE’s inclusive company culture and continued pledge to doing the right thing. “My mission is to live with integrity and to make a difference in the lives of others,” Smothers explained. “As Chief People Officer I am committed to prioritizing the employee experience, engaging employees no matter where they are working, and cultivating an environment where employees are enthusiastic about their role in our organization. ” Prior to joining CBE, Smothers held roles as the Director of Academic Affairs and Chief Academic Officer for the University of Phoenix and spent over a decade in the Financial Services industry as a Financial Advisor and Retirement Specialist. He holds a Ph. D. in Organization and Management... --- ### CBE Companies is Excited to Meet Clarksville! - Published: 2021-11-20 - Modified: 2021-11-20 - URL: https://www.cbecompanies.com/cbe-companies-is-excited-to-meet-clarksville/ - Categories: Press Releases - Tags: Press Release CEDAR FALLS, IA – July 8, 2021 – When CBE Companies held their ribbon-cutting ceremony back in April, management was not only celebrating the opening of CBE’s new location and offering job opportunities, but also the excitement that comes with becoming part of a new community. CBE isn’t your typical call center employer—they are a family-oriented company passionate about community involvement, supporting organizations important to their employees, and building relationships with community members and other businesses. In business for over 88 years, CBE is well-known and respected in the Cedar Falls, Iowa and New Braunfels, Texas communities for their long tradition of giving back to the communities in which their employees live and work. CBE employees have always been eager to connect with their communities through volunteering in local events and raising money for various charities, diligently fundraising for the United Way, working with the Humane Society, organizing community clean-up activities, participating in food bank drives and educational events, and attending local events for some good ol’ fashioned fun and entertainment. CBE is new to the Clarksville area and their company leadership is looking forward to connecting to both the people of Clarksville and fellow businesses through a variety of entertaining community events this summer. “We have several leaders who to the area to ensure we are successful in Clarksville, and to instill our CBE Core Values within our new facility,” explains Erica St. John, President and Chief Financial Officer. “Through 2023, CBE plans to employ a total of 500... --- ### CBE Companies Announces Melissa Bechtel as New Chief Financial Officer - Published: 2021-11-17 - Modified: 2021-11-17 - URL: https://www.cbecompanies.com/cbe-companies-announces-melissa-bechtel-as-new-chief-financial-officer/ - Categories: Press Releases - Tags: Press Release CBE Companies (CBE) announced today that Melissa Bechtel has been promoted to Chief Financial Officer. "Melissa has proven herself to be an invaluable corporate leader since joining CBE in 2013," stated Erica St. John, President of CBE Companies and former CFO. CEDAR FALLS, IA – November 17, 2021 – CBE Companies (CBE) announced today that Melissa Bechtel has been promoted to Chief Financial Officer. "Melissa has proven herself to be an invaluable corporate leader since joining CBE in 2013," stated Erica St. John, President of CBE Companies and former CFO. “We are positioned for her to take the lead with our financial teams and capital deployments to aid our strategic growth into the future. ” Bechtel has held many roles since joining CBE including Financial Analyst III, Director of Corporate Financial, Planning & Analysis, and most recently Vice President of Corporate Strategy. Her strong financial and strategic strengths will help guide CBE through exciting times focused on value-based growth in every area of our business. “I am very excited for this opportunity and look forward to leading our financial teams,” Bechtel commented. “We will continue our work to make financial information readily available and relevant to our stakeholders, to enhance decision making, and to provide strategic insights in support of the organization. ” Prior to CBE, Bechtel was Accounting Manager at Gunderson Lutheran Hospital in Wisconsin, and has prior experiences including Director of Finance, Senior Financial Analyst, and Auditor. She serves on the Junior Achievement Cedar Valley Area Board, as well as the Women Lead Change Advisory Council. Bechtel holds a bachelor’s degree in Accounting and Finance from Wartburg College, a Master of Business Administration (MBA) from Viterbo University, and is a Certified Public Accountant (CPA). About CBE Companies Founded in... --- ### Don't Hold Back! - Published: 2021-09-23 - Modified: 2021-09-23 - URL: https://www.cbecompanies.com/dont-hold-back/ - Categories: Communication, Customer Service, Finance and Accounting, Government and Higher Education Financial challenges during any unprecedented time will land at the office of where the unpaid receivables live: the collections department. Call it any other name—accounts receivable office, the office of student accounts, business office, or customer service—the function is the same; we need to talk with the customer about their unpaid bills. During times of financial difficulty or in this case a pandemic, the well-defined strategy should include all areas of the organization for a full understanding of the need to keep the receivables paid. The image of every organization is important, and the brand should reflect that in both strategy and communication. The immediate instinctual reaction to a situation by senior leadership might be to place a hold on any outbound collection messages including billing statements, calls, and other activities. As collection professionals, we are often brought in for our professional advice during these circumstances. Our advice: look at the big picture. Turner (2019) describes situational awareness as an individual's ability to be cognizant of their surroundings and the effect on their safety. What issues are of concern to those customers and what threats are they facing now? Weather, fire, riots, civil unrest and wars occur, which are beyond the control of the company and the customers they serve. However, well thought-out strategies can enable a company to communicate with customers during these unprecedented times as well as preserve its brand and its liquidity. The leadership of the company needs to realize that we are working within the constraints... --- ---