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Rewriting Agent Job Descriptions
It happened at 9:02 a.m. on a Tuesday. The moment Sarah, a senior collections leader at a mid-sized financial services firm, realized her job was changing faster than her morning coffee could cool. One of their AI tools had just made its first outbound call. It had scanned payment histories, weighed risk scores, predicted intent
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How to Teach Coachability and Curiosity
You’ve just hired the dream candidate – smart, motivated, curious (or so the interviews suggested). They crushed onboarding, picked up tools fast, and seemed hungry to learn. Then three months in, something shifts. Feedback makes them defensive. New ideas get brushed off. When change comes, they freeze or retreat into silence. You start to wonder…
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Step-by-Step Framework for Empathetic Communication
Imagine two agents taking the same difficult call. The customer’s voice is tense. Payments are late. Guess which call ends with the customer cooperating instead of hanging up? That difference, just a few words, a slower tone, a moment of listening, is empathy in action. It’s not about being “soft.” It’s about using emotional intelligence
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Software Buyer’s Guide
A Practical Framework for Evaluating and Selecting the Right Software Partner Purpose:Identify the specific event or realization that made you aware that the current system/process isn’t sustainable. Without a clear catalyst, it’s difficult tocreate urgency or leadership buy-in. Action Items: Reflect on what specifically triggered the need for change. Was it: Anticipated Challenges: Outcomes of
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Automation or AI Won’t Fix Broken Processes
When leaders hear “AI” or “automation,” it often sounds like the cure to every operational headache, faster workflows, predictive insights, fewer manual tasks, and happier teams. But here’s the uncomfortable truth: Automation or I won’t fix broken processes – they amplify them. A flawed workflow plus automation is just a faster, more expensive flaw. Add
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The ROI of Mentorship
You can spot it in every company – that one person everyone turns to when they’re stuck. The one who can calm a crisis, translate a confusing policy, or make new hires feel like they belong. They’re not on the org chart as “trainer” or “coach.” But they are, in every way that matters, a
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Defensive vs. Strategic Innovation: How Leading Companies Stay Ahead
Every company likes to talk about innovation. It’s a shiny buzzword, a catch-all for “we’re doing something new.” But peel back the layers, and not all innovation is created equal. Some companies innovate strategically, driven by vision, operational efficiency, and customer needs. Others innovate defensively, reacting to external pressure, regulatory changes, or competitor moves, often
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From Customizable to Configurable: The Shift in Financial Services Software
Not long ago, software felt a lot like ordering a tailored suit. You’d pick a core system off the rack, then hire developers to hem it, stitch on new pieces, or pay hefty Professional Service fees to make it “fit” your business. Every new feature or change meant rolling out the sewing kit again. Fast
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How Teams Are Wasting Valuable Data & Insights
Most companies have a hidden landfill. It’s not outside the office. It’s buried in your systems. Every failed test, half-finished experiment, or ignored signal gets tossed in, never to be seen again. Meanwhile, your competitors are mining their landfills for gold. Here’s the uncomfortable truth: most teams already have enough data to make smarter decisions,
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Abstrakt Announces Partnership with Five9
PHOENIX, October 1, 2025 – Abstrakt, a leader in real-time agent assist and QA automation, announced its partnership with Five9, the intelligent CX platform provider. Together, they will deliver real-time agent assist and automated QA inside the Five9 Intelligent Cloud Contact Center, helping organizations improve call quality and streamline operations. By combining Abstrakt’s real-time agent
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Why Collectors Need to Think Like Marketers
Debt collectors and digital marketers may not seem like they have much in common. One is focused on persuading someone to pay a bill; the other is trying to sell them a new pair of sneakers or a vacation package. But at the core, both rely on the same thing: understanding consumer intent. Marketers have
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The Hybrid Future of Collections AI
If you’ve ever worried an AI bot was coming for your job, relax. It’s more likely coming for that tedious RPC verification you hate doing anyway. In collections, it’s easy to hear “AI” and picture a robotic takeover. The headlines don’t help, plenty of breathless coverage makes it sound like machines will be running entire
