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Rolling 90-Day Models: A Step-by-Step Framework for Predicting Delinquency
Most collections problems do not appear overnight. They build quietly. A few more payment arrangements break. A few more accounts roll from current to 30 days past due. Right-party contacts get slightly harder to reach. Average balances creep up. Recovery rates soften just enough that nobody panics. Then, one month later, the queue is overloaded,…
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How to Create Consistency Without Creating Bureaucracy
Every growing company eventually faces the same challenge. The systems that worked when there were 20 employees stop working when there are 200. Processes become inconsistent. Customers have different experiences depending on who they interact with. Managers lead differently. Teams develop their own ways of working. Results become harder to predict. Leadership sees the inconsistency…
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Compliance in Debt Collection: Essential Strategies
Legal risks, customer complaints, and operational inefficiencies are some of the many concerns that debt collection agencies have to stress about. Determining your most pressing compliance needs can seem overwhelming. Tonia Brown, VP of Compliance, joined us on the Contact Center KPI podcast to dive into the top compliance requirements you should be aware of.…
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Preparing for the Next Generation of Agents
The next generation of agents doesn’t know how to talk on the phone. They grew up texting. It’s a bold statement. And honestly, a lot of leaders hesitate to say it out loud. But spend enough time listening to calls, sitting in on QA sessions, or reviewing performance data, and it becomes hard to ignore.…
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A Culture of Nonperformance
Nonperformance rarely starts with incompetence. It starts with tolerance. Then it spreads. Inside most organizations, cultural drift happens through three forces: And in most cases, the group that ultimately decides the direction of the culture isn’t the top performers or the bottom performers. It’s the middle. Before nonperformance becomes a real problem, it shows up…
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The Most Underrated Negotiation Tool in Collections
Most agencies believe negotiation strength comes from sharper rebuttals. Better scripts. Stronger objection handling. More aggressive payment asks. But if negotiation were really about talking, your highest talk-time agents would consistently collect the most money. They don’t. The most underrated negotiation tool in collections isn’t persuasion. It’s precision listening. Structured, measured, and coached. And most…
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Building a Modern Collections Tech Stack
No one wakes up excited to replace a core collections platform. It’s expensive. It’s disruptive. And it’s rarely on the roadmap at a “good” time. Yet that’s exactly when many leaders are doing it, right in the middle of uncertainty. Compliance questions piling up. Costs rising. AI everywhere. Consumers are harder to reach. Teams stretched…
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The State of Collections Investment: Where Leaders Are Placing Their Bets
What’s changing isn’t how much collections leaders are investing; it’s where and why. Here’s the reality: If your technology roadmap focuses on activity rather than control, speed, and explainability, you’re likely investing in the wrong places. * Note: An AccountsRecovery.net webinar influenced the findings behind this post, with additional interviews from other collections leaders to…
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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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Compliance Should Enable Better Decisions
In many organizations, compliance shows up at the worst possible moment. A team is ready to move forward. A decision has momentum. A launch date is in sight. Then someone asks, “Has compliance weighed in?” The conversation stalls. Not because the idea is wrong, but because no one is sure how risk will be interpreted…
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The Technology Divide: Why Some Industries Are Pulling Ahead
You can move money between banks in seconds. You can spin up a new software integration before your coffee cools. You can track a delivery in real time, down to the moment it turns onto your street. And yet, if you try to get your medical records, you might wait weeks. If you ask for…
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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…
Debt Collection
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