Those tasked with training new and existing employees are faced with the need to tailor training to the needs of the individual.

When your team has periods of low revenue, the best thing to do is conduct a root cause analysis.

I’m a fan of preventative communication rather than de-escalation techniques. The good news is, my communication strategy can build trust.

In my years of training, I’ve seen a common theme of collectors making a specific mistake that many don’t realize they’re making...

How do you turn a collection call around when you're in conflict from the beginning? Use these 3 keys to find out.

Regardless of how the new normal looks, collection agency owners can stay ahead in a few different ways.

Questions are one of the most powerful tools collectors can keep in their toolkits.

I’ve dedicated this post to answering 5 FAQs all about scripting, critical thinking, and empathy.

People are craving the human connection and understanding that comes with empathy, which is why now more than ever, understanding empathy.

Have you ever wondered how your collection agency would benefit from a dose or two of positivity?

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

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?”

“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...

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

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.