News & Tips
Training Bytes – Episode 131
When a consumer says, “I’m filing for bankruptcy,” it can immediately shift the tone of the call – and sometimes it’s used as a quick way to end the conversation, even when no filing has actually occurred. How representatives respond in that moment is critical. David Alderman from CBE Companies...
How to Use Spaced Repetition to Boost Learner Retention
“Work smarter, not harder.” We’ve all heard this aphorism at one point or another, but it hits a bit closer to home if you’re a learning professional. As someone who’s committed to helping learners expand their knowledge as quickly and as effectively as possible, you understand the necessity of...
Training Bytes – Episode 130
Repeated interruptions from consumers can disrupt the flow of a call and make it difficult for representatives to deliver important information clearly and compliantly. David Alderman from CBE Companies sits down with Mike Gibb to discuss effective techniques collectors can use to maintain control...
What Is the Learning Curve? The Science of Boosting Knowledge Retention
The phrase “practice makes perfect” is ubiquitous today, but where does it come from? There's a rich history behind the phrase: we didn't always know what we do now about the science of memory and how people learn best. At the center of the story is German psychologist Hermann Ebbinghaus, who...
Training Bytes – Episode 129
Personal questions from consumers can make representatives uncomfortable and can interfere with proper call handling. David Alderman from CBE Companies talks with Mike Gibb about the best practices collectors should follow when consumers become overly inquisitive. Source: AccountsRecovery.net
Gen Z and AI: What Leaders Need to Know
According to a recent Gallup survey, 41% of Generation Z workers feel anxious about generative artificial intelligence (AI), even though nearly 47% use it weekly. This “digital native” group grew up between 1997 and 2012, using the internet, smartphones, and social media. They’ll have the longest...
Training Bytes – Episode 128
Sometimes, a consumer will state they will speak only with a supervisor and demand to speak to one. David Alderman from CBE Companies and Mike Gibb share what collectors should do when this occurs. Source: AccountsRecovery.net
Learning Strategies for Lasting Knowledge
The human brain is wired to forget. Not all information is needed beyond the immediate moment or situation. It’s up to instructional designers and training facilitators to help learners maximize knowledge retention. Memory is the process of encoding (inputting), storing (organizing), and recalling...
Training Bytes – Episode 127
A clear understanding of cease-and-desist requests is critical for representatives. Nick Prola from Bassford Remele and Mike Gibb break down what collectors most often misunderstand. Source: AccountsRecovery.net