News & Tips
Training Bytes – Episode 146
When it’s clear that English is not a consumer’s first language, communication challenges can quickly impact the effectiveness of the conversation. Collectors must balance the need to gather information and discuss the account with the need to ensure the consumer understands what is being...
How Music and Storytelling Can Improve Training Retention
Corporate training has a memory problem. Organizations invest significant time and resources in training programs. Employees sit through it, pass the test, and forget most of it by Friday. We measure whether people finished. We rarely measure whether they changed. Music and storytelling fix that...
Training Bytes – Episode 145
When a consumer says “no”, collectors are often left with a difficult question: Is this the end of the conversation, or is there still an opportunity to move toward a resolution? Knowing when to continue exploring options and when to stop pushing is critical. Sherrika Newman from Revco Solutions...
Training First-Party Collectors: Balancing Recovery, Customer Experience, and Client Relationships
Training first-party collectors presents a unique challenge. Unlike traditional collection representatives, these employees serve as an extension of the client’s brand, making every conversation about more than just recovering revenue. In this webinar, sponsored by Peak Revenue Learning, Mike Gibb...
Are You Measuring Activity or Business Value? How to Measure Real Training Impact
Amid economic uncertainty and budget constraints, learning and development (L&D) leaders are under pressure to show measurable training impact. Training Industry research found that in both 2022 and 2026, 18% of L&D budgets were expected to shrink, indicating that budget concerns have...
Training Bytes – Episode 144
When consumers begin sharing details about the circumstances they’re facing, the information may not be relevant to resolving the debt, or it may simply be an expression of frustration or hardship. Collectors need to strike a balance between listening empathetically and keeping the conversation...
Why Your Best Training Content is Trapped in Documents and 5 Ways to Set It Free
Every L&D team has valuable knowledge sitting in documents: onboarding handbooks, compliance policies, product manuals, and safety procedures. The material is usually thorough, accurate, and carefully reviewed by subject matter experts, but it lives in static documents that people often skim,...
Training Bytes – Episode 143
When a consumer revokes consent, how the conversation is handled and documented can have significant compliance implications. The challenge is that revocations are not always stated clearly, and representatives may miss or misunderstand them in the moment. Wade Isbell from Professional Credit...
The Best Places to Find Off-the-Shelf eLearning Content
With so many different learning agencies, available courses, and eLearning marketplaces out there, knowing where to start to find the right fit for your eLearning needs can be complicated and overwhelming. We get it. That’s why our team has gathered a list of the top eight best places to get...