Daily Digest - June 23, 2025

Brought to you by: TCN | By Mike Gibb

Author

Mike Gibb
June 23, 2025

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

🎂🎉 Happy Birthday to: Gina Engle-Burnsed of Valor Intelligent Processing, Corey Gabler of Steel River Systems, and Jon Daane of TEC Services Group. Happy belated Birthday to: Michael Blue of Time Investment Company, and Scott Shuller of Tucker, Albin and Associates (Sunday), and Shannon Battani of Unifund, Kimberly Castagna of Cavalry Portfolio Services, and John Dunkum of First Credit Services (Saturday).

💬 Group Text Sign-Up

I launched a new idea this month — group text chats. We have four groups of 11 going this month and it’s been great watching them get to know each other better and help each other. I will be starting new groups on July 1. If you are interested in participating, please click here.

📆 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!

Courts Can Ignore FCC TCPA Rulings: Supreme Court

  • The Supreme Court on Friday rejected the premise that federal courts must defer to the Federal Communications Commission related to orders under the Telephone Consumer Protection Act.

  • More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

CFPB Budget Can’t Be Cut As Part of Budget Bill, Parliamentarian Rules

  • The Consumer Financial Protection Bureau has lived, again, to fight another day. This time thanks to the Senate’s procedural referee.

  • More details here.

Fintechs Outshining Traditional Banks in Customer Satisfaction

  • Consumers and small businesses overwhelmingly say fintech delivers better financial tools and experiences than traditional banks, according to a new “State of Fintech” survey released by the Financial Technology Association in partnership with Morning Consult.

  • More details here.

Compliance Digest – June 23

  • Insights from eight leading legal and compliance experts on topics ranging from Appeals Court rulings to a North Dakota state court's take on the Model Validation Notice. Thanks to Brit Suttell, Jim Sandy, Justin Penn, Lauren Burnette, Stacy Rodriguez, Brent Yarborough, Rick Perr, and Cooper Walker for sharing their expertise.

  • More details here.

  • This series is sponsored by Bedard Law Group

Harris & Harris Launches ACTION RCM: A Bold New Step in Healthcare Revenue Cycle Management

  • Today, Harris & Harris proudly announces the official launch of ACTION RCM, a middle-to-back end revenue cycle management (RCM) subsidiary focused on delivering solutions that meet the evolving needs of healthcare providers nationwide. With over 57 years of proven performance, Harris & Harris is now expanding its commitment to healthcare through a distinct identity that reflects the depth and breadth of its RCM capabilities.

  • More details here.

WORTH NOTING: People weigh in on the best and worst parts of vacations ... How to keep your pets safe and comfortable in extreme heat ... Reigniting that age-old debate -- should ketchup ever go near a hot dog? ... If you are working remotely, Paducah, Kent., wants you and is willing to pay you to move there ... What you do when you wake up each morning may have more of an impact on your day than you think ... AI models like ChatGPT don't just malfunction when backed into a corner, they go nuclear ... If you are looking to break a bad habit, you may want to lean into it ... How the brain links smells to fear.

Music Monday, part I

Music Monday, Part II

Webinar Recap: Real-Time Speech Analytics: The ROI, the Myths, the Truth

In a fast-paced discussion, industry veterans Angela Armstrong, Julie Thompson, and Scott Hamilton unpacked the real-world value of real-time speech analytics. Sponsored by Sedric, the webinar focused on separating hype from reality, exploring how the technology is being used today in collections, what it can realistically deliver, and what the future holds.

Why it matters: Speech analytics is no longer a futuristic add-on—it’s becoming a core operational tool. From compliance and training to productivity and performance analysis, the ability to analyze calls in real-time (and post-call) is reshaping how collection agencies approach QA, agent development, and even borrower behavior modeling.

Key takeaways:

  1. Define “real-time” clearly and train accordingly.
    Real-time means live, in-the-moment analysis during a call—not after. But it only works if agents are properly trained to handle live prompts without getting distracted or overwhelmed. Leaders must coach agents to see real-time feedback as helpful, not punitive.

  2. The tech is effective—but not perfect.
    Today’s tools are roughly 85–90% accurate, especially when trained well and calibrated regularly. Background noise, accents, and sentiment detection remain areas for improvement. Still, automation beats the old “five-calls-a-month” QA model by a wide margin in coverage and consistency.

  3. Beyond QA: Use it for trend detection and modeling.
    Top operations are going further—using speech analytics to identify behavior trends, improve training, and even predict repayment risk based on borrower intent. When paired with performance metrics like RPC rates and silence time, it becomes a powerful coaching and strategy tool.

As Armstrong put it: “It’s not about creating the perfect call—it’s about replicating the best parts of the best ones more often.”

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