I love music and how it speaks to the soul. One of my favorite rock stars is Katy Perry. When I listen to songs like “Firework” and...

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...

In this blog post, we’re going to talk about coaching to supercharge your results.

A few weeks ago, I released Part 1 of a 3-part blog series called "How To Create An Effective Training Program." This is Part 2.

You can make your training digestible and “sticky” with a few key tactics without rushing the process.

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

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...

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

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.

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.

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.

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.