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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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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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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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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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The Call Center Efficiency Playbook
Call centers face immense pressure to cut costs while maintaining or even improving customer experience (CX). Balancing efficiency and CX is a challenge – cutting corners too aggressively can lead to frustrated customers, higher churn rates, and burnt-out agents. However, with the right strategies, call centers can optimize operations, reduce handle times, and boost agent…
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Are You Measuring the Right Call Center KPIs?
Call center leaders track a variety of performance metrics, but are they focusing on the right ones? With so much data available, it’s easy to measure the wrong indicators or rely on vanity metrics that don’t truly reflect customer experience or operational efficiency. In this guide, we’ll explore the most impactful call center KPIs, highlight…
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Managing Remote & Hybrid Call Center Teams
The call center industry has undergone a dramatic shift toward remote and hybrid work models. According to a recent report, over 70% of call centers have transitioned to a remote or hybrid setup, driven by cost savings and employee preference. While these setups offer increased flexibility and access to a broader talent pool, they also…
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13 Collections Call Objections
I wish the entire call was as easy as the first 30 seconds. Confirming the person on the other end and stating why you’re calling are easy. What comes next, you have no idea. In a matter of seconds, you need to blunt their knee jerk reaction, mentally process the objection, and say something moderately…
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The Science of a Great Call: What Top Agents Do Differently
Most of us have experienced it. Some customer service calls are smooth, efficient, and even enjoyable, while others feel like a frustrating maze of confusion. What makes the difference? It turns out that what top agents do differently can be replicated. They follow a set of behaviors backed by science, psychology, and best practices. Great…
Contact Center Leaders
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