Daily Digest - June 12, 2025

Brought to you by: TCN | By Mike Gibb

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Mike Gibb
June 12, 2025

📝 EDITOR’S NOTE: Scroll down to the bottom for a recap of yesterday’s webinar.

🎂🎉 Happy Birthday to: Kevin Andewiel of Cascade365, Greg Reffner of Abstrakt, Ian Ferguson of Everchain, Keith Campbell of CACi, and Jeff Hanson of RNN Group.

Congratulations to Jonathan Floyd, who started his own firm, Floyd Law.

New Training Bytes Video Released!

Check out the newest Training Bytes video! Each week, an expert from the accounts receivable management industry will share how he or she would handle different scenarios that collectors often face. This week, Debra Ciskey from ARM Compliance Business Solutions discusses what to say to a consumer who says something like “I saw a video online. You can’t do that” or “I don’t have to pay you because…”. Thanks to Peak Revenue Learning for sponsoring this series! Click on the image below to view this week’s episode!

📆 Monthly Meetings

I am excited to announced that I am bringing back two monthly meetings — Small Agency TechTactics, and the ARMTech Innovation Lab — while also announcing two more regular meetings — Women in Collections and Compliance Chat. Click on the links below to register for each meeting.

Logo Madness!

It’s time to start voting! Click on the logo you think is better to cast your vote. You can see the entire bracket here. Thanks to Drop Cowboy for sponsoring this year’s contest!

Getting to Know Sam Edens of Security Credit Services

  • It takes a special kind of person to be able to look back and see what most would consider to be a failure was in fact a blessing in disguise. Sam Edens is just that kind of person. Not afraid to roll up his sleeves and put in a hard day’s work, Sam excels and wearing multiple hats and juggling multiple responsibilities. Read on to learn more about Sam, why he thinks the size of this industry is an asset, and the sport that allowed him to travel the country.

  • More details here.

  • This series is sponsored by TEC Services Group

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Judge Grants MSJ for Defendant in FDCPA, TCPA Case Over Texts, Calls to Wrong Number

  • A District Court judge in Texas has granted a motion for summary judgment filed by the defendants in a Fair Debt Collection Practices Act and Telephone Consumer Protection Act case, ruling that three text messages and three phone calls over the span of eight weeks were not harassing even though the attempts were intended for someone else, and even a least sophisticated consumer would not have been confused because the messages referenced someone with a different name than the plaintiff’s.

  • More details here.

DFPI Flags Uptick in Debt Collection Complaints, Tightens Oversight

  • In a report that was first publicized by ACA International, the California Department of Financial Protection and Innovation has released its 2024 annual report detailing activities under the California Consumer Financial Protection Law (CCFPL), and debt collectors remain a top target. Of the 2,388 consumer complaints filed under the CCFPL last year, 31% were related to debt collection, second only to crypto assets.

  • More details here.

AI is Surging, But Legacy Systems Are Holding Healthcare Providers Back

  • A new global report reveals the digital divide complicating healthcare’s tech evolution. SOTI’s newly released report — “Healthcare’s Digital Dilemma: Calculated Risks and Hidden Challenges Exposed” — surveyed 1,750 IT leaders across 11 countries, including 200 from the U.S., and paints a picture of a healthcare sector rapidly adopting AI but struggling to shed its outdated systems. The report is important because not only are companies in the credit and collection industry working with healthcare providers dealing with this dynamic, those companies in the credit and collection industry are going through the same things themselves. Nearly all of the companies that participated said they are using legacy systems in some form or another, and nearly half said that outdated technology makes them more vulnerable.

  • More details here.

WORTH NOTING: The surprising trickle-down effects of being someone who carries a lot of negativity around with them ... Why you may want to think twice before clicking on an unsubscribe link ... Adding hot pepper to food makes you eat less, according to new research ... A self-care habit to help you avoid burning out ... Which car is the cheapest vehicle that comes fully loaded? ... Ranking the flavors of AriZona Iced Tea ... Celebrating the life of Brian Wilson in pictures ... The number one complaint that people have when it comes to buying their current home.

Top 10 Thursday, part I

Top 10 Thursday, Part II

Webinar Recap: Will vs. Skill: Separating Those Who Can From Those Who Won’t

Understanding whether an employee “can’t” or “won’t” do something is critical to performance management, and that was the focus of today’s panel discussion on “Will vs. Skill.” Sponsored by Abstrakt, the webinar brought together Jaime Barthel, Gordon Beck, Mike DeCarpio, and Greg Reffner to explore how to diagnose and address underperformance in call center environments.

The conversation tackled how leaders can proactively determine whether an issue stems from a lack of ability (skill) or a lack of motivation (will), and how culture, training, and leadership all play pivotal roles in shaping performance outcomes.

Key Takeaways:

  • Start with Questions, Not Assumptions: Open-ended questions help uncover whether someone lacks understanding (a skill issue) or drive (a will issue). Avoid assuming – seek to understand before being understood.

  • Performance Patterns Reveal the Root Cause: Will issues typically present as broader behavioral problems—like poor attendance, disengagement, and lack of energy—whereas skill issues often trace back to training gaps or unclear expectations.

  • Your Culture Is Always Watching: Team morale suffers more from will issues than skill issues. One disengaged or negative employee can be a cultural “cancer,” so it's critical to act decisively once the root cause is clear.

Did you know that premium subscribers get full access to transcripts, summaries, more highlights, and full recordings of every webinar? That’s thousands of hours of content, available for just $29/month for an individual subscription or $99/month for a company subscription. Click here to subscribe as an individual or email me to sign up your company.

The Daily Digest is sponsored by TCN