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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…
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5 Subtle Signs Your Top Agent Is Quiet Quitting
Your best collector isn’t hitting goal. Again. You chalk it up to a rough month, a tough portfolio, or new agents pulling more attention. But then another month passes, and the numbers still aren’t there. What gives? Burnout and quiet quitting don’t always show up with a dramatic resignation letter or a direct complaint. Sometimes…
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Operations Leader’s Playbook for Remote Contact Center Teams
Remote work isn’t new. In a post-2020 world, contact centers have gone through massive change, and not all of it’s been smooth. Attrition is up. Engagement is down. And “just walking the floor” is no longer a management strategy. The shift to remote and hybrid teams forced operations leaders to rethink visibility, coaching, and culture. …
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The Innovation Roadmap: Balancing Risk, Culture, and Change
Overview: If you’ve ever tried launching a new initiative inside a highly regulated organization, you know the feeling: a cocktail of ambition, red tape, and the soul-crushing phrase, “we’ve always done it this way.” But innovation isn’t optional anymore. The speed of technological change means you either evolve or risk falling behind. This post offers…
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The End of Anecdotal QA
Remember when QA meant reviewing five random calls a month and hoping for the best? Those days are over. Or at least, they should be. In 2025, the most forward-thinking teams aren’t relying on anecdotes, gut checks, or the infamous “one person with a clipboard” coaching model. They’re using real-time and post-call AI analytics to…
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Digital Collections and the Rise of the Email-First Collector
Traditional phone-based outreach is no longer the default in collections. Consumers increasingly prefer digital communication, email, text, and chat, and they expect to resolve their accounts in the same channels where they interact with brands every day. For agencies and collectors, this shift demands more than just new tools. It requires a new kind of…
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RPA: Practical Automation Wins for Compliance-Heavy Industries
Let’s be honest, “Robotic Process Automation” sounds more intimidating than it actually is. Despite the high-tech name, it’s less about robotics and more about freeing up your team’s time by eliminating tedious tasks. RPA is more like a reliable assembly line worker who does the same task, the same way, every time, no caffeine required. …
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Debt Collection Complaints Hit Record Highs
TL;DR Debt collection complaints more than doubled between 2023 and 2024, and Q1 2025 alone has already surpassed all of 2023. Harassment makes up nearly half of all reports, with states like Georgia, Texas, and Florida seeing the most per capita complaints. If you’re a compliance or operations lead, now’s the time to audit, retrain,…
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Your Guide to Confident Tech Adoption
Use this checklist to assess your organization’s preparedness for adopting new technology and to guide a successful implementation process. Define Objectives Stakeholder Engagement & Requirements Plan for Risk and Compliance Requirements Download the checklist to see sections 2-6.
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Agent Onboarding Checklist for Compliance-Driven Industries
Agent onboarding isn’t just a box to check, it’s a make-or-break process that affects performance, compliance, and retention. In highly regulated industries like healthcare, financial services, and debt collection, onboarding new agents is more than basic training. It ensures agents understand industry regulations, handle sensitive data properly, and communicate clearly with customers. A weak onboarding…
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The Hidden Inefficiencies in Agent Workflows
In call centers, inefficiencies in agent workflows aren’t a secret. They’re often well-known. Supervisors and ops leaders see them every day: manual note-taking, constant system toggling, outdated scripts. But fixing them can feel overwhelming. Where do you start? What needs to change? How do you avoid disrupting daily operations? That sense of inertia is common. …
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Collector Compensation Trends: What Actually Works
* The information in this post is based on a financial services survey conducted by Abstrakt for U.S.-based agents and further supported by insights shared during AccountsRecovery.net webinars on compensation trends. If you’re a collections leader struggling to retain talent, increase collections, or balance budgets, collector compensation may be at the core of your challenges. …
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