Has your organization been struggling with hiring the right people for your collection team? Have you noticed a problem with retaining...

What if I told you that I’m relatively stress-free at work?

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...

If you’re uncomfortable negotiating, you’re not alone.

Raise your hand if you’ve ever felt scared of making a mistake while on a collection call because you’re worried you'll get a complaint.

Reflect, rebuild, and renew as you enter 2022.

With a new year comes new opportunities to refocus.

Anyone who has been on a collection call knows that a collector can lose control in a split second, and the call can spiral into conflict.

Have you ever been on a collection call where the consumer shared that they can’t pay the balance because they just lost their job?

How do we change our communication patterns to embrace this need for humanity-plus business?

I want to share with you some of the tips and tricks I’ve used to keep my team connected and keep my own stress levels stable remotely.

Every interaction that a consumer has with your company will either create connection or drive disconnection.

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...

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.

No matter what industry you work in and no matter what your role is, effective communication moves a business forward.

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.