Communication

November 6, 2025 by Andrew Domino in Collections Strategy

Understanding the Gaps in Collections Calls (And How to Solve Them)

Effective collections calls are essential yet challenging, requiring agents to connect with customers, understand delinquencies, and negotiate payments empathetically and efficiently. Identifying common gaps and applying targeted training can significantly...

September 11, 2025 by Missy Meggison in Communication

No Shotgun Pleadings, says court

The District Court in Alabama – a common venue for certain consumer attorneys – isn’t mincing words when it comes to how consumers must plead Fair Debt Collection Practices Act...

August 27, 2025 by Sessions, Israel & Shartle in Communication

NJ Debt Collectors Win Big: Maybe The End Of Hunstein In NJ State Court?

After the Eleventh Circuit ruling in 2021 with Hunstein v. Preferred Collection Services, finding that debt collectors violated the FDCPA by using a third-party to print and mail letters, Hunstein filing mania broke out...

July 10, 2025 by Brian Hays in Communication

Why Does the TCPA Equal Chaos? The US Supreme Court Opens FCC Orders to New Challenges

On June 20, the U.S. Supreme Court issued its opinion in McLaughlin Chiropractic Associates, Inc. v. McKesson Corp., 606 U.S. —- — S.Ct. —- 2025 WL 1716136 (2025), addressing whether, under...

September 19, 2023 by Jackie Sullivan in Collections Strategy

5 Ways to Build Customer-Centric Digital Collections

Understand the five most critical elements of building customer-centric digital engagement in debt collections using existing data and insights. 5 Ways to Build Customer-Centric Digital Debt Collections 1. Gain deep...

September 13, 2023 by Erin Kerr in Collections Strategy

4 Ways to Sharpen Your Outbound Calling Strategy

Economic conditions over the last three years have encouraged collections departments to focus on technology more than ever before. For many, this means integrating new technology and building strategies around...

July 17, 2023 by Bryce Noel in Communication

Naviagate the New TCPA

Phone calls and text messages are the most effective ways to reach consumers in the debt collection world. Unsurprisingly, they are also the most heavily regulated modes of communication. The...

July 10, 2023 by Erin Kerr in Communication

Get Your Collections Calls Answered: 3 Key Takeaways from TransUnion's State of Customer Outreach

Why isn’t anyone answering the phone? This has been the central challenge in collections & recovery for what seems like forever, and lately, the answer seems like a simple one:...

June 28, 2023 by Aryeh Derman, Joann Needleman in AI

Revealing the Blind Spots: A Critical Review of the CFPB's Issue Spotlight on Chatbots in Consumer Finance

As the evolution of Artificial Intelligence (“AI”) dominates headlines throughout the globe, financial institutions have been paying attention. Not surprisingly, so has the Consumer Financial Protection Bureau (“CFPB” or “Bureau”)....

December 14, 2022 by Erin Kerr in Collections Strategy

3 Keys to an Effective Third-Party Collections Strategy in 2023

It’s no surprise: as the tech gap widens, the number of third-party collections agencies is shrinking. There are other factors at play, too, like the cost of human resources and...