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

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

It’s no secret that hiring, onboarding, and retention in the debt collection industry can be difficult, especially in recent months.

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?”

I'm here to tell you that self-development as an entrepreneur is not only possible but also necessary to thrive in the 21st century.

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...

Fifteen years ago, during another day of stressful phone calls in my collection agency, I was exhausted. I stared at the phone, dreading the

What if we started to market our open positions using the numerous benefits attached to being a debt collector.

I’ve had to address all of these issues during my 22 years as an agency owner.

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

When I was still a new agency owner, I had five main problems I wanted to solve, and over the past 15 years, I learned how to solve them.

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.

Professionals across all industries and in all positions can benefit from communication training.

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

We can combine humanity and collections. You can feel good about your job and remain empathetic.

Stick with me, and you’ll be a pro at decreasing the amount of missed payments at your agency in no time.