Like an athlete, collectors also have tools that are essential for their performance.

It is possible to be both compassionate and profitable. It’s all about finding that “Goldilocks zone of connection.”

Every consumer’s decision to pay ultimately comes down to one key component. Every client’s decision to hire your agency, every vendor...

Let’s take a look at the five main ingredients for high-converting collections.

Any effective communicator must first and foremost be a good listener. It’s not an easy feat.

Collectors have a major hurdle to overcome right away on collection calls.

It’s a terrible feeling being on the phone with a consumer and not knowing what to say or when or how to say it.

There is an art to communicating. It’s never as simple as one person speaks, and another follows.

You can provide all the training in the world. It means nothing if your collectors struggle to apply what they’ve learned.

Old school collector mentality is costing you revenue.

Empathy can be as simple as sensing how consumers are feeling about their accounts.

There is an art and science to collecting money, and if you want Level 10 collectors, it’s critical to train them in these four areas.

COVID has accelerated the need for change in the collection industry.

As stay-at-home orders lift and employees return to offices, clear and frequent communication from companies’ leaders is going to be crucial

As we look to cultivate a new culture of empathy in the collection industry, one way to get there is by focusing on what creates connection

Collector development that focuses on call flow and building consumer trust and motivation is going to be the norm in the coming years.

In order for collectors to establish themselves as allies, they need to be able to put themselves in the shoes of the consumer.

The best way I know to create massive success in the collections industry is to help consumers see collectors as allies - one word at a time

I’ve updated my Do-Not-Say list to include the phrases leaders should avoid in a crisis.

There is even more value in using the Communication Code in our conversations now.