If you are like me, I love pizza. It is probably the best food on the planet. I wasn't surprised recently when a friend told me Americans...

Reflect, rebuild, and renew as you enter 2022.

Today, you’re getting more FAQ answers to up-level your everyday collections!

How can you decide what your business will offer to potential customers and clients?

Consistent communication isn’t just nice-to-have; it’s a must-have in customer service.

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

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...

When the pandemic is over and in-person learning is accessible again, it’s unlikely people will ditch online learning.

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

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.

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

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.

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