In a people‑driven industry defined by metrics, performance targets, and constant pressure, leadership often becomes the deciding factor in whether employees stay, grow, and thrive – or quietly disengage and leave. In this webinar, sponsored by Peak Revenue Learning, Dennis Barton moderated a...
Training programs often succeed in the classroom but break down once collectors face live calls. In this webinar, sponsored by Peak Revenue Learning, Sherrika Newman, Jennifer Peck, DavidLee Richardson, and Dennis Barton examined why training frequently fails to translate into lasting on-the-job...
The problem every operations leader recognizes but few are able to solve well: agents leave training energized and aligned, and then, under the pressure of a live phone, much of that learning slips away. A panel of industry practitioners unpacked what actually works to keep skills sharp after day...
In a recent webinar, a panel of industry experts came together to tackle one of the most important and often overlooked aspects of consumer engagement in collections: convincing consumers you’re on their side. The webinar, sponsored by Peak Revenue Learning, was moderated by attorney Leslie Bender...
In an era of rapid technological advancement and changing consumer expectations, debt collection agencies are reimagining their approach to training new collectors. Industry experts recently shared groundbreaking insights into creating more effective, efficient, and engaging training programs that...
In an industry often plagued by high turnover and inconsistent performance, the ability to identify and nurture top-tier collections talent can feel like searching for a needle in a haystack. The need for skilled, resilient collectors has never been more crucial. But with the right process and...
In an increasingly complex debt collection landscape, the distinction between good and great collectors has never been more critical. This was the central theme of a recent webinar sponsored by Peak Revenue Learning, where industry veterans shared their perspectives on cultivating excellence in...
While everyone wants to believe they are unique and special, consumers tend to ask the same types of questions during collection calls. Knowing the best way to answer those questions can make a huge difference in a company’s collection rates. In a recent webinar, sponsored by Peak Revenue...
There is a new generation of individuals entering the workforce, and collection operations of any shape or size need to adjust their recruiting techniques and strategies to appeal to what this new generation is looking for most — work-life balance — or risk having significant difficulties hiring...
Teaching adults is different than teaching children. It’s doubtful that anyone will question that statement. Understanding how adult learners are different from children — usually because adults need to understand the “why” behind what they are being taught — is important to companies in the ARM...
In the fast-paced and often high-pressure world of today’s collection industry, retaining new hires is a multifaceted challenge. Companies are increasingly recognizing the need to blend flexibility, engagement, and support to keep their workforce motivated and productive, experts discussed during...
Race cars, Power Rangers... There are a number of different analogies and examples that can be used to describe how all of the employees inside a collection operation need to be performing together for the operation to be successful. Looking at all of the employees inside an operation as a team...