News & Tips
Training Bytes – Episode 159
When a consumer says, “This debt is from years ago. Why do I still have to pay it?”, the collector must address the concern without letting the debt's age end the conversation. How the collector responds can help clarify the consumer’s concerns and keep the discussion focused on resolving the...
Your AI Training Program Is Teaching the Wrong Skill
Overview: Most corporate AI training teaches tool fluency: how to write a prompt, speed up a workflow. It rarely teaches judgment: knowing when to trust AI output, when to check it, and when not to use it at all. That gap, not tool access, is the skills gap the WEF's 2025 report is actually...
Training Bytes – Episode 158
When a consumer says a debt is less than $500 and will not appear on their credit report, they may question why they should pay it at all. For the collector, the challenge is to respond without making the conversation solely about credit reporting and to keep the discussion focused on resolving...
How Manager Support Can Make Training Stick
Baldwin and Ford’s 1988 classic model of training transfer emphasized three key influences: learner characteristics, training design, and the work environment. Of these, the work environment, including feedback, expectations, and leadership support, has proven to be the most decisive. Recent...
Training Bytes – Episode 157
When a consumer says, “I’m recording this call for my attorney,” or indicates that they plan to speak with an attorney about the conversation, a collector needs to know how to respond. Statements like these can change the direction of the call, and reacting appropriately can help prevent the...
AI Can Build a Course in Minutes. Learning Still Takes Time
Overview: AI can now turn source material into a course in minutes. Human learning has not accelerated at the same pace. This article draws on research in cognitive load, retrieval practice, and durable learning to explain why faster course production does not automatically create faster...
Beyond the Training Checklist: Building Knowledge That Changes Performance
Collection organizations invest significant time and resources in training, but completing training does not necessarily mean employees retained what they learned or can apply it when they need it. In this webinar, sponsored by Peak Revenue Learning, Mike Gibb led a discussion with Samantha...
Productivity Is the New Mandate: Rethinking Front-Line Training to Unlock Performance
Every CEO today shares the same pressing question: How do we make each employee more productive? Across front-line-dominated industries, business leaders feel the squeeze of rising labor costs, talent shortages, and mounting turnover rates that can throttle workforce efficiency. Retailers lose...
Training Bytes – Episode 156
When a consumer says they can only pay with cash or a money order, the collector needs to respond without letting the payment method become a barrier to resolving the account. Understanding the consumer’s circumstances and explaining the available options can help keep the conversation moving...