Training & Development

November 10, 2023

Interview: Andrew Coffey Discusses Employee Development

By Adrian Frattini

Leadership is an important responsibility that impacts many beyond those with the title. At face value, a leader (e.g., supervisor, shi...

November 03, 2023

Training & Development, Uncategorized

Continuous Improvement: Applying Kaizen to Analysis in Loan Servicing and Beyond

By Andrew Coffey

In the world of managing oneself, people, and processes, one of the most effective methodologies for achieving continuous improvement i...

July 14, 2023

Training & Development

The Productivity Paradox: Work Smarter, Not Longer

By Adrian Frattini

I worked in the retail and service industry for most of my early professional career. Every day, I would clock into my job and typicall...

March 27, 2023

Collections, Customer Service, Training & Development

The Power of Positive Leadership: Strategies for Building a Strong and Motivated Team

By Stephanie O'Neal

As a leader, we know that our attitude and behavior has a significant impact on our team's performance and success. Positive leadership...

February 02, 2022

Company News, Training & Development

Why Empathetic Leadership Makes Good Business Sense

By Andrew Coffey

The business climate of 2021 will long be known for what’s been dubbed “The Great Resignation.” With an average of 3.9 million workers...

January 07, 2022

Customer Service, Outsourcing, Training & Development

Use Teamwork To Develop Leaders

By Andrew Coffey

“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...

August 31, 2021

Customer Service, Outsourcing, Training & Development

Listening Is Key To An Empathy-Driven Approach To Collections

By Andrew Coffey

Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...

June 14, 2021

Compliance, Customer Service, Training & Development

Contact Center Quality Assurance Considerations

By Robert Caracciola

"This call may be recorded or monitored for quality assurance and training purposes." This automated message has become so common th...

April 05, 2021

Compliance, Customer Service, Outsourcing, Technology, Training & Development, Uncategorized

Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration

By Andrew Yudin

From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...

February 17, 2021

Customer Service, Outsourcing, Training & Development

The Growing Importance of the Universal Agent

By Corey Brown

A colleague and friend recently shared an all too familiar story. Shortly after the onset of COVID-19, he had an urgent need to spea...

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Navigating Record-High Repossession Volumes: How Servicing Solutions Supports Lenders in a Shifting Landscape

End-to-End Asset Recovery: Skip-Tracing, Repossession & Remarketing

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