How would you like to step into the new year as the best version of you?

If you want to go from angry and overwhelmed consumers to receptive and calm consumers, all you need is a system.

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

There are several ways to avoid compliance issues while simultaneously being empathetic.

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?

Building processes and systems that are replicable and scalable is essential to running a successful collection agency.

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.

Here are four question styles every collector should have in his tool chest.

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

While failure is inevitable at times, success is nearly impossible without showing up.

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.

As collection agency leaders, we need to acknowledge we are in a very different environment than we were before.

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.