News & Tips
Learning Retention: Best Practices to Improve Retention
Learning retention is the ability of employees to remember and apply training content over time. It directly impacts how well training translates into on-the-job performance and business outcomes. Retention is notoriously fragile. Research shows that within 1 hour, learners forget an average...
Building a Playbook for Lasting Employee Performance
The problem every operations leader recognizes but few are able to solve well: agents leave training energized and aligned, and then, under the pressure of a live phone, much of that learning slips away. A panel of industry practitioners unpacked what actually works to keep skills sharp after day...
Training Bytes – Episode 110
What a representative says during a call with a consumer is crucial to the successful conclusion of the call. So what are the words a collector should never use during a conversation? In this episode, Candace Allen of Williams & Fudge and Mike Gibb discuss what these are. Source:...
Your Organization’s First Line of Cyber Defense? Employee Education
With advancements in generative artificial intelligence (AI), cybercriminals are deploying increasingly sophisticated and personalized attacks that impact organizations of all sizes. Phishing attacks are being enhanced by generative AI tools, allowing attackers to create highly convincing fake...
Training Bytes – Episode 109
Occasionally, a consumer will claim not to remember the account you are calling them about. In this discussion, Candace Allen of Williams & Fudge and Mike Gibb break down how to get a consumer to remember information about the debt. Source: AccountsRecovery.net
Turning Accidental Managers Into Confident Leaders
Most employees have had a boss who wasn’t quite ready to lead. Maybe they avoided tough conversations, struggled to set expectations, or didn’t understand what the team needed. Most often, it’s a systemic issue. In fact, 82% of managers are “accidental” — promoted into leadership roles without...
Reimagining Long-Form Training with Microlearning
Long training sessions can exhaust learners. They often result in information overload. Microlearning provides a powerful solution by breaking down complex topics into smaller, more digestible pieces. Let’s explore how microlearning works, its benefits, theory, challenges, and practical...
Training Bytes – Episode 108
How do you handle situations where consumers are doing something that is not professional while speaking with them? In this discussion, Ryan Thorpe of FFAM and Mike Gibb explore what you should do if this occurs while on the phone with a consumer. Source: AccountsRecovery.net
Make Training More Effective with Microlearning and AI
When people think of microlearning, it’s often viewed as a tool for reinforcement of longer-form training, something used after the main event to help employees retain what they’ve learned. And while microlearning is incredibly effective in that role, it’s time to expand that view. Microlearning...