News & Tips
Training Bytes – Episode 154
When a consumer asks, “Am I going to be sued if I don’t pay this debt?” a collector needs to respond carefully. The answer can have significant compliance implications, particularly if the collector makes statements or creates expectations about actions that may or may not occur. Frank Tirre from...
6 Tips to Create Great eLearning Quiz Questions
Overview: How do you make great eLearning quiz questions and keep them both useful and entertaining? Check out these guidelines and surprise your audience. How To Create Effective eLearning Quiz Questions How do you know your learners are retaining knowledge in appropriate volumes and timeframes?...
Training Bytes – Episode 153
When a consumer asks, “How did you arrive at this balance?” a collector needs to be prepared to address the question clearly and confidently. How the collector responds can help resolve confusion, build credibility, and keep the conversation moving forward. Frank Tirre from Cedar Financial joins...
Recognition Is Not Recall: Why Your Multiple-Choice Quizzes Overstate Learning
Overview: Multiple-choice quizzes feel like retrieval practice, but they often measure recognition instead. What the research says, and how to fix the format. Testing Familiarity, Not Memory Retrieval practice is one of the most reliably replicated findings in learning science. Asking learners to...
Training Bytes – Episode 152
When a consumer tells a collector, “Don’t ever call me at work,” what happens next matters. A statement like this can create compliance implications, and collectors need to respond appropriately while ensuring the consumer’s request is handled correctly. Frank Tirre from Cedar Financial joins Mike...
From Learning KPIs to KVIs: A Framework for Measuring Learning Value
Key Takeaways Learning leaders should measure both KPIs and KVIs to demonstrate that training improved employee performance and delivered measurable business value. Key value indicators (KVIs) help organizations evaluate learning’s impact by measuring capability growth, workplace application,...
Training Bytes – Episode 151
When a consumer asks how to get a debt removed from a credit report, representatives need to respond carefully. Misunderstandings about credit reporting, payment, and account status can quickly lead to confusion if expectations are not set appropriately from the beginning. Jenna Leigh Guyton from...
Why Your Training Investment Isn’t Solving Your Retention Problem
Key Takeaways Training investment alone does not improve employee retention when employees lack a clear connection to organizational purpose. Employee engagement is one of the strongest predictors of retention, and purpose-driven work plays a critical role in increasing engagement. L&D can...
Why Training Effectiveness Depends on Clear Performance Standards
Key Takeaways Training is more likely to change behavior when it is tied to clear, observable performance standards. L&D should clarify what employees are expected to do differently before designing a training program. Managers must reinforce performance standards after training so new skills...