News & Tips
Training Bytes – Episode 142
When a consumer believes a collection call may be a scam, the conversation can become difficult almost immediately. Even legitimate attempts to verify the account or reassure the consumer may be met with skepticism or resistance. Wade Isbell from Professional Credit joins Mike Gibb to discuss how...
Leading Teams Through the Discomfort of Learning
If you lead learning in an organization, you’ve seen this pattern before: A new system launches; energy is high, and people are curious. Early adopters move fast. Leaders celebrate momentum. Then, a few weeks in, the mood changes, frustration rises, confidence drops, and performance dips....
Training Bytes – Episode 141
When consumers repeat information they found on social media or through AI chatbots, collectors can quickly find themselves navigating misinformation, confusion, or heightened frustration. Correcting inaccurate information without escalating the conversation requires a careful balance of...
Manager-as-Coach Training That Drives Reinforcement
Many organizations invest heavily in managers-as-coach training programs. Leaders attend workshops, learn new questioning techniques, and practice feedback conversations. For a brief period after the training, behavior often transforms. Managers experiment with coaching approaches, and employees...
Training Bytes – Episode 140
The tone of the call can change immediately when a consumer says they feel harassed. Statements like this can escalate quickly and carry real compliance risk if not handled carefully. Wade Isbell from Professional Credit joins Mike Gibb to discuss how collectors should respond in these moments. He...
3 Essential Skills Leaders Need Now
These days, it seems that leaders need to be superheroes. They are constantly expected to motivate teams while navigating never-ending disruption. On top of this, artificial intelligence (AI) is reshaping how work is done and how value is created, while geopolitical instability continues to...
Training Bytes – Episode 139
When a consumer says a chatbot or email didn’t answer their questions, it can signal frustration before the conversation even begins. These moments can quickly derail a call if the representative doesn’t address the concern directly and reset the interaction. DavidLee Richardson from Harris &...
Micromanagement Might Be a Training Problem
It’s an all-too common scenario: A high-potential contributor gets promoted to a management role, and something happens that no one expects. That new manager’s team struggles, performance dips, and engagement survey data show a common theme: the leader is micromanaging. This is a common scenario....
Training Bytes – Episode 138
When a consumer calls about a debt tied to someone who has passed away, the situation can be both sensitive and uncertain. Questions around responsibility, authority, and what can be discussed often come into play, making it important to handle the conversation carefully. DavidLee Richardson from...