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.

Not only is validation important, it's just as important to consider what you say after the validation.

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.

I want to share a strategy that works great to keep your professional (and personal) relationships strong in a crisis.

The need for true human connection has never been greater.

One of the next steps to creating deeper connections and happier people is to help the people you talk to see you as an ally.

People remember the way you make them feel, especially in times of crisis.

I know the current health crisis is weighing heavily on all of our hearts and minds.

Current events have reinforced that we can't always control what happens to us, but we can control how we respond.