Maggie Pugesek

Partner and Trainer, C&M Coaching

A passionate expert in phone skills and internet leads since 2010, Maggie Pugesek specializes in crafting customized word tracks and processes tailored to each dealership’s unique needs. By leveraging customer psychology and rapport-building techniques, she helps teams convert more sales calls into appointments and works to maximize call efficiency and success in collections departments. At her company, C&M Coaching, Maggie focuses on improving call quality across Sales, BDC, Collections, and Service departments. She also shares her expertise through her podcast, Elevate with C&M Coaching, offering free training and actionable insights. A sought-after speaker, Maggie has presented at NIADA and State dealer conferences, Buy Here Pay Here United, Dealer Used Car Week, Compliance Unleashed, and to dealer 20 groups of all sizes - dedicated to helping dealers improve performance and drive industry success.

Balancing AI and Human Relationships

Session Panelist

Balancing AI and Human Relationships in a Digital World

Breakout Session Presenter

Shut Up & Take Their Money: How to Streamline Collections, Maximize Efficiency, and Give Your Team the Time to Focus on What Matters

Discover how leveraging text-based communication can minimize customer frustration while enabling collectors to focus more on high-priority delinquent accounts. We'll listen to real collections calls, highlight the mistakes made and review text messages that are designed to simplify your collections process. Attendees will leave with practical strategies they can implement immediately to increase operational efficiency, reduce stress on their collections teams, and drive better results for both their borrowers and their business.

In this session, we will review real scenarios and phone calls from frustrated customers and see how utilizing text could've prevented or deescalated the situation to improve collections numbers.

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Event Day