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The Workforce Impact No One Planned For
Every major technology shift reshapes the workforce. In the early 2000s, it was the internet. Email replaced memos. Systems replaced filing cabinets. Information moved faster than organizations knew how to govern. What followed wasn’t just efficiency. It was a period of confusion, uneven adoption, new risks, and a prolonged period where teams struggled to understand
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AI in 2026: What Should Keep Leaders Up at Night
For years, AI was discussed in extremes. Either it was going to transform everything overnight, or it was something to be feared, regulated, and postponed. Now, those narratives are no longer useful. AI is already embedded in everyday business operations. From prioritizing work, scoring risk, summarizing information, guiding decisions, and shaping customer experiences. The question
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How to Build a Culture You Can Feel From Anywhere
There’s a moment that tells you everything you need to know about a company’s culture. It’s not the values slide in the all-hands deck. It’s not the “we’re a family” line in a job description. And it’s definitely not the perks. It’s the pause. The pause after someone admits they made a mistake on a
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What Companies Get Wrong When Evaluating Tech
I’ve worked with enough teams to notice something interesting about technology buying: No matter how smart, strategic, or experienced people are, almost everyone has a story about a tool they bought with high hopes…that eventually became a very expensive bookmark in their browser. And if we’re being honest, we all have that moment where a
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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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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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An Agent’s First 90 Days: Coaching Moments That Matter
Let’s face it, new agents don’t wear signs that say “Help, I’m drowning.” But if you know what to look for (and when), early signs of burnout, disengagement, or just plain confusion aren’t so quiet after all. This post outlines what to watch for in Weeks 1, 2, 4, and 8 of a new agent’s
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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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