ACA International Virtual Fall Forum & Expo Education: Operations in the Age of COVID-19

Register for ACA’s virtual conference, Nov. 4-5, for access to educational sessions focused on ARM industry operations and best practices in the “next normal.”

10/14/2020 8:00 AM

News
ACA International Virtual Fall Forum & Expo Education: Operations in the Age of COVID-19

COVID-19 has drastically changed the way we do business and it’s time to look at how we move forward.

To help, ACA International has developed several sessions during the 2020 Virtual Fall Forum & Expo, Nov. 4-5, focused on Operations in the Age of COVID-19.

These sessions, scheduled throughout the event, will focus on the positive steps and radical changes others have taken to thrive in the next normal. 

Operational Success Through a Pandemic: The Directors’ Point of View

Three collections directors from Williams & Fudge Inc. in Rock Hill., S.C., will interview each other and discuss what has worked, what has not and what is next after several months operating a business during the pandemic.

Alison Atkinson, director of strategic recovery, Paul Lankes, director of campus collections, and Greg Ruffino, director of training, will provide an overview of some lessons learned early on, break down some proven successes and take a look at what is next on the horizon. They will share their training experiences with new and tenured employees as well as best practices for maintaining company morale while continuing to produce revenue.

Predict Results. Take Actions. Change Outcomes.

Stop hoping you are going to have a good month. Take control and make it happen! In this webinar, The Intelitech Group’s Ray Cox, associate partner-marketing, and Tyler Roark, senior partner, will share how challenging it is to understand and adapt to new environments, technology and situations that challenge our way of doing business in 2020. This session will focus on actionable data that can be used to make an impact within your organization and intelligence that increases company performance by providing the information you need to make decisions early enough to take advantage of opportunities, avoid pitfalls or adjust to unforeseen challenges.

Bait Calls on Broadway

This session is a series of entertaining skits acting out bait calls involving common scenarios that elicit violations as well as some complex and ambiguous questions and how to respond. Presenting this information through role playing (and probably singing) will engage the audience far more than a typical PowerPoint presentation while still covering substantive compliance issues. The presenters, Dennis Barton III, owner and managing attorney at The Barton Law Group LLC, and Elizabeth Conklin, account executive at State Collection Service Inc., will cover all the hits: “I have an attorney;” “Are you credit reporting?;” “Will you sue me?;” and other popular singles. At the end of each skit, Barton and Conklin will discuss what happened, what should have happened, and field questions from the audience.

Client Retention: Yesterday, Today and Tomorrow

The importance of developing positive, productive client relationships has not changed over the decades in the accounts receivable management industry, but how we develop those dynamics has. The role collection firms play in the financial cycle of creditors has a much broader scope in 2020. This session, led by Harry Strausser III, vice president of business development at Applied Innovation Inc., will review the evolution of the agency/client experience with a focus on expectations for the future.

OMG! What is Sally Saying?

When collectors work from home, you need a way to constantly track their work, efficiency and performance. Supervisors and managers are left with few options to monitor their work, especially in an industry where 90% of communications between the collector and consumer are one-on-one phone conversations.

Gerald Paulraj, vice president of business development, and Jason Rhodes, account executive at KG Hawes, will review helpful solutions available through speech analytics during this webinar.

Clients need to be assured that even during the pandemic, it is business as usual and that your processes are followed diligently at every level. Some companies have been able to adapt to the “new normal” while others have failed miserably, mostly because they didn’t have the right tools or infrastructure to support a remote workforce. Paulraj and Rhodes will share how speech analytics technology can address these critical issues for business owners and their clients.

Leadership When Work Life Changes

Adapting to change is difficult for everyone. Leaders who have direct reports or provide guidance to an organization need to be able to adapt faster than staff and project a sense of calm.

Kelli Krueger, ACA’s director of education, and Aaron Reiter, director of marketing at The Interprose Corporation, will cover how leadership can be as simple as soothing an individual's anxiety or as complex as communicating comprehensive plans for remote work environments. They will provide real-world advice on how to be an effective leader during stressful times of change, including through identification, preparation, prioritization and execution.

Register for ACA’s 2020 Virtual Fall Forum & Expo today for access to operations education and much more. The virtual event will take the association into the new year with exciting education and networking opportunities all on an interactive online platform.

While the event is being held virtually this year, it includes all the features of an in-person conference and enhanced networking and learning opportunities offered through a virtual platform.

You will still see familiar faces through our interactive one-on-one chat, video chat and messaging throughout the event, plus you’ll have the opportunity to attend 12 Innovation Stage sessions and connect with exhibitors showcasing the latest technology and services for the accounts receivable management industry.

In addition, ACA will host a main stage presentation featuring reactions to the 2020 election results with Leah Dempsey, ACA’s vice president and senior counsel of federal advocacy; Travis Johnson, principal at 1607 Strategies; Michael Morley, assistant professor at Florida State University College of Law; Mark Neeb, ACA’s CEO; and Patrick Russell, ACA’s federal advocacy director.

The Women in Collections Resource Council (WICRC), a group working to connect women in the industry and provide tools and resources, as well as ACA’s Political Action Committee will host separate happy hours at the end of the day Wednesday, Nov. 4.

View the 2020 Virtual Fall Forum & Expo agenda here and stay tuned for updates. Subscribe to ACA Daily and Education & Event updates by logging on to acainternational.org and selecting “My ACA” at the top of the website.

If you’re interested in becoming an event sponsor or exhibitor, visit the 2020 Virtual Fall Forum & Expo sponsor and exhibitor website to browse tiered packages that include sustained visibility and connections before, during and after the event.

Thank you to existing sponsors Debt$Net Collection Software, Attunely, KG Hawes, FICO, Interactions, Observe.AI, Renkim Corporation, Solutions by Text, Applied Innovation Inc., RevSpring, and DAKCS

Contact Member Services at memberservices@acainternational.org or 800-269-1607 for more information.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

ACA International Virtual Fall Forum & Expo Education: Operations in the Age of COVID-19

COVID-19 has drastically changed the way we do business and it’s time to look at how we move forward.

To help, ACA International has developed several sessions during the 2020 Virtual Fall Forum & Expo, Nov. 4-5, focused on Operations in the Age of COVID-19.

These sessions, scheduled throughout the event, will focus on the positive steps and radical changes others have taken to thrive in the next normal. 

Operational Success Through a Pandemic: The Directors’ Point of View

Three collections directors from Williams & Fudge Inc. in Rock Hill., S.C., will interview each other and discuss what has worked, what has not and what is next after several months operating a business during the pandemic.

Alison Atkinson, director of strategic recovery, Paul Lankes, director of campus collections, and Greg Ruffino, director of training, will provide an overview of some lessons learned early on, break down some proven successes and take a look at what is next on the horizon. They will share their training experiences with new and tenured employees as well as best practices for maintaining company morale while continuing to produce revenue.

Predict Results. Take Actions. Change Outcomes.

Stop hoping you are going to have a good month. Take control and make it happen! In this webinar, The Intelitech Group’s Ray Cox, associate partner-marketing, and Tyler Roark, senior partner, will share how challenging it is to understand and adapt to new environments, technology and situations that challenge our way of doing business in 2020. This session will focus on actionable data that can be used to make an impact within your organization and intelligence that increases company performance by providing the information you need to make decisions early enough to take advantage of opportunities, avoid pitfalls or adjust to unforeseen challenges.

Bait Calls on Broadway

This session is a series of entertaining skits acting out bait calls involving common scenarios that elicit violations as well as some complex and ambiguous questions and how to respond. Presenting this information through role playing (and probably singing) will engage the audience far more than a typical PowerPoint presentation while still covering substantive compliance issues. The presenters, Dennis Barton III, owner and managing attorney at The Barton Law Group LLC, and Elizabeth Conklin, account executive at State Collection Service Inc., will cover all the hits: “I have an attorney;” “Are you credit reporting?;” “Will you sue me?;” and other popular singles. At the end of each skit, Barton and Conklin will discuss what happened, what should have happened, and field questions from the audience.

Client Retention: Yesterday, Today and Tomorrow

The importance of developing positive, productive client relationships has not changed over the decades in the accounts receivable management industry, but how we develop those dynamics has. The role collection firms play in the financial cycle of creditors has a much broader scope in 2020. This session, led by Harry Strausser III, vice president of business development at Applied Innovation Inc., will review the evolution of the agency/client experience with a focus on expectations for the future.

OMG! What is Sally Saying?

When collectors work from home, you need a way to constantly track their work, efficiency and performance. Supervisors and managers are left with few options to monitor their work, especially in an industry where 90% of communications between the collector and consumer are one-on-one phone conversations.

Gerald Paulraj, vice president of business development, and Jason Rhodes, account executive at KG Hawes, will review helpful solutions available through speech analytics during this webinar.

Clients need to be assured that even during the pandemic, it is business as usual and that your processes are followed diligently at every level. Some companies have been able to adapt to the “new normal” while others have failed miserably, mostly because they didn’t have the right tools or infrastructure to support a remote workforce. Paulraj and Rhodes will share how speech analytics technology can address these critical issues for business owners and their clients.

Leadership When Work Life Changes

Adapting to change is difficult for everyone. Leaders who have direct reports or provide guidance to an organization need to be able to adapt faster than staff and project a sense of calm.

Kelli Krueger, ACA’s director of education, and Aaron Reiter, director of marketing at The Interprose Corporation, will cover how leadership can be as simple as soothing an individual's anxiety or as complex as communicating comprehensive plans for remote work environments. They will provide real-world advice on how to be an effective leader during stressful times of change, including through identification, preparation, prioritization and execution.

Register for ACA’s 2020 Virtual Fall Forum & Expo today for access to operations education and much more. The virtual event will take the association into the new year with exciting education and networking opportunities all on an interactive online platform.

While the event is being held virtually this year, it includes all the features of an in-person conference and enhanced networking and learning opportunities offered through a virtual platform.

You will still see familiar faces through our interactive one-on-one chat, video chat and messaging throughout the event, plus you’ll have the opportunity to attend 12 Innovation Stage sessions and connect with exhibitors showcasing the latest technology and services for the accounts receivable management industry.

In addition, ACA will host a main stage presentation featuring reactions to the 2020 election results with Leah Dempsey, ACA’s vice president and senior counsel of federal advocacy; Travis Johnson, principal at 1607 Strategies; Michael Morley, assistant professor at Florida State University College of Law; Mark Neeb, ACA’s CEO; and Patrick Russell, ACA’s federal advocacy director.

The Women in Collections Resource Council (WICRC), a group working to connect women in the industry and provide tools and resources, as well as ACA’s Political Action Committee will host separate happy hours at the end of the day Wednesday, Nov. 4.

View the 2020 Virtual Fall Forum & Expo agenda here and stay tuned for updates. Subscribe to ACA Daily and Education & Event updates by logging on to acainternational.org and selecting “My ACA” at the top of the website.

If you’re interested in becoming an event sponsor or exhibitor, visit the 2020 Virtual Fall Forum & Expo sponsor and exhibitor website to browse tiered packages that include sustained visibility and connections before, during and after the event.

Thank you to existing sponsors Debt$Net Collection Software, Attunely, KG Hawes, FICO, Interactions, Observe.AI, Renkim Corporation, Solutions by Text, Applied Innovation Inc., RevSpring, and DAKCS

Contact Member Services at memberservices@acainternational.org or 800-269-1607 for more information.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

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