News & Tips
Training Bytes – Episode 161
When a consumer doesn't recognize a debt, the collector must decide how much time to spend establishing recognition before moving on. Spending too little time can end the conversation too soon, while spending too much time may keep the call from moving toward resolution. Tariq Muhammad from...
AI Can Improve Performance, but Did Anyone Learn?
Better AI-assisted performance does not always mean better learning. Here’s what L&D leaders can do about it. An employee receives a report at 9 a.m. By 9:15, an artificial intelligence-powered assistant has summarized the document, identified the major risks, proposed three recommendations,...
Training Bytes – Episode 160
When a consumer says they're considering hiring a debt settlement company, the collector needs to know how to respond and what to do next. The conversation may still provide an opportunity to better understand the consumer’s situation, address their concerns, and discuss options for resolving the...
The Forgetting Curve: Why Three-Quarters of Learning Vanishes Within a Week
Ebbinghaus proved we forget most new learning within days. In today’s overloaded workplace, only immediate practice turns a training insight into lasting change. We have all sat through training that felt transformative on the day and left almost no trace a fortnight later. That gap between how...
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 or 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...