In my years of training, I’ve seen a common theme of collectors making a specific mistake that many don’t realize they’re making...

How do you turn a collection call around when you're in conflict from the beginning? Use these 3 keys to find out.

Questions are one of the most powerful tools collectors can keep in their toolkits.

I’ve dedicated this post to answering 5 FAQs all about scripting, critical thinking, and empathy.

People are craving the human connection and understanding that comes with empathy, which is why now more than ever, understanding empathy.

Empathy can go beyond being a buzzword in the industry. Instead, it can be something we actively teach our team members.

If you see these mistakes at your agency, that’s ok! There are many ways to fix them and keep moving forward.

“What do you say when the consumer keeps saying ‘no,’ no matter what solutions you offer?”

How much time do your supervisors spend on escalated calls? What could your team accomplish if your supervisors had more time off the phone?

“Can empathy be taught, or is it something people are either born with or not born with?” Let's unpack this with the 3 quick tips.

We’ve all been there. The consumer you’re speaking to on the phone is a rambler. In other words, they’re telling you a long, drawn-out...

This equation can drastically improve your overall attitude toward work, as well as recoveries. It will also decrease complaints to clients.

I want to show you how to use your voice to make a huge difference in our industry one call at a time.

Understanding each of these zones is key on all collection calls.

Plain and simple, conversations with collectors impact consumers’ quality of life.

To get you started on your journey toward stronger customer communications today, consider these 3 C’s.

As collectors, we want to be careful of counterfeit yeses – yeses that you later find out were actually no's.

Have you ever offered a consumer a solution and had it rejected because the person was still too upset to really hear you?

Your doors may be locked. Your business may be operating in ways you never thought it would operate.

When I provide collector training, a common consumer objection collectors bring up is when a consumer says his account is not a priority.