Daily Digest - October 22, 2025

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🔔 October Meeting Schedule

🚨 TODAY Wednesday, October 22 @3pm ET: ARMTech Innovation Lab 🚨

Thursday, October 23 @3pm ET: Platform Pulse

Monday, October 27 @3pm ET: Compliance Chat

Tuesday, October 28 @3pm ET: Vendor Roundtable

Thursday, October 30 @3pm ET: Small Agency TechTactics

Judge Warns Frequent Filer of Possible Sanctions

• A serial plaintiff who has filed more than two dozen lawsuits against companies in the credit and collection industry has been ordered by a California federal judge to show cause why he shouldn’t be sanctioned for making repeated misrepresentations about his financial status.

• More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

D.C. Council Introduces Medical Debt Reform Bill

• A new proposal before the D.C. Council aims to overhaul how medical debt is incurred, reported, and collected in the District of Columbia, setting what could become one of the most comprehensive local frameworks for protecting consumers from the long-term effects of unpaid medical bills.

• More details here.

Utility Bills Rise as AI Boom and Energy Demand Drive Costs Higher

• Consumers are beginning to feel renewed pressure on their monthly utility bills, according to new data from the Bank of America Institute. The average payment for electricity and gas rose 3.6% year-over-year in the third quarter of 2025, based on the bank’s internal deposit data. While that represents a slowdown from the nearly 10% annual growth seen earlier this year, analysts warn the relief may be short-lived.

• More details here.

38 Companies Seeking Collection Talent

• Regardless of where you live or what you do, there is likely a job opportunity waiting for you in this week’s job listings summary. This might be the summary with the highest number of jobs ever listed. Check it out now!

• More details here.

WORTH NOTING: The average cost of a family health insurance plan is now $27,000, and companies are cutting back on what they offer employees. Maybe that's a reason more Gen Xers and Millennials are using AI products to help them diagnose potential issues ... What will likely happen if the Federal Reserve Board cuts its key rate next week as it's expected to do ... What does "life-changing" money mean to you and how would you spend it? ... A look at the most beloved Halloween candy in every state ... SoFi is planning on hiring more than 200 new employees in North Carolina ... SNAP benefits for November may be delayed if the government shutdown doesn't end soon ... Men unconsciously advertise their fighting ability through two simple movements, according to a new study ... Three ways to improve the quality of your ideas.

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: You Let Your Agents Do What?! Empowering Agents Through Digital Tools

As technology continues to transform the credit and collections industry, a key question remains: should companies automate away their human agents—or empower them through digital tools? In this webinar, sponsored by Trada, a panel of industry leaders shared insights on how agencies can enhance performance, compliance, and consumer satisfaction by giving agents the right digital support.

Panelists Joshua Allen (Tratta), Ben Farmer (General Revenue Corporation), Chris Beebe (Magnet Solutions), and Robert MacArthur (Collect Northwest) agreed that the most successful organizations are those that remove friction—for both agents and consumers. Empowering agents means giving them access to real-time data, secure digital communication tools, and AI-assisted workflows that make interactions faster and smarter. “It’s about amplifying their skill set, not replacing it,” said Farmer.

The discussion also addressed the industry’s reluctance to change, emphasizing that true digital transformation starts with building trust and establishing clear “guardrails” for agents. As MacArthur put it, “Agents don’t like change—but once they see the results, they don’t want to go back.” The panel explored how agencies can balance digital efficiency with empathy, ensuring human judgment remains central to consumer engagement.

Looking ahead, panelists envisioned a hybrid future—part human, part digital—where AI copilots, real-time analytics, and secure omnichannel platforms enable agents to engage more effectively while maintaining compliance and trust.

🧠 Key Takeaways:

• Start small, build trust: Begin digital initiatives gradually. Show agents the benefits early to increase buy-in and adoption.

• Establish strong guardrails: Define clear communication rules and compliance boundaries to empower agents confidently and safely.

• Leverage data and AI as amplifiers: Use technology to guide agents with insights and recommendations—enhancing, not replacing, the human touch.

“Technology should amplify your agents—not replace them.” – Ben Farmer

Webinar Recap: The Future of Call QA: Real-Time Accuracy and Performance Coaching using AI

Artificial intelligence is transforming how contact centers approach call quality assurance (QA). Instead of relying on random sampling and manual reviews that can miss critical insights, companies are now leveraging AI tools to analyze every call, provide instant feedback, and coach agents in real time.

In this TEC Services Group–sponsored webinar, panelists Kyle Wood (OnScript AI), Christopher Cline (Call Core Media), and Bob Ross (TEC Services Group) explored how AI-powered QA is reshaping performance management, compliance, and agent motivation.

Kyle Wood shared how AI eliminates human subjectivity and ensures consistent scoring across all interactions. “We used to have 300 QA agents trying to stay in sync,” he said. “Now AI does that work accurately and consistently.” Christopher Cline explained how his company doubled performance and revenue within 90 days by using AI to identify micro improvements across thousands of calls. He noted, “With humans, perfection is near impossible. AI makes it stable.”

Beyond improving accuracy, AI also boosts morale by removing bias in evaluations. As Bob Ross put it, “It eliminates the battles between QA and operations and keeps everyone on the same page.” Real-time coaching capabilities allow managers to address compliance or tone issues within minutes, while data-driven insights help teams fine-tune training and improve agent empathy, professionalism, and tone.

🧠 Key Takeaways:

• Expand QA Coverage: Move from random sampling to 100% call analysis using AI to capture every compliance and performance insight.

• Empower Managers with Real-Time Data: Use instant feedback loops to coach agents and resolve issues faster.

• Drive Continuous Improvement: Leverage AI metrics on tone, empathy, and rebuttal use to enhance training, boost conversions, and strengthen compliance.

AI-powered QA isn’t just the future—it’s already redefining accuracy, accountability, and performance in the collections industry.

The Daily Digest is sponsored by TCN