News & Tips
Making Learning Stick: 5 Practical Best Practices
Learning and development (L&D) professionals have been struggling to make learning stick for decades. The forgetting curve, theorized in 1885 by Hermann Ebbinghaus, posits that learners forget new information at an exponential rate after initially learning it. The eternal thorn in the side of...
Training Bytes – Episode 98
What should a representative say in response to a consumer who says something like “I saw a video online, you can’t do that”, or “I don’t have to pay you because…”? Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb discuss how to respond when such situations arise. Source:...
Design Smarter Training: Science-Backed Strategies for Learning Retention
When designing content, we often place more emphasis on how we present the content than on how learners will best understand and retain it. Too often, the principles behind the science of learning take a backseat to the technology used in delivering the training. This approach frequently relies on...
Training Bytes – Episode 97
The way a representative communicates during a call plays a crucial role in account resolution. Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb explore whether being overly nice could hinder the effectiveness of a collection call. Source: AccountsRecovery.net
Boost Learning with a Simple Cognitive Trick: Spaced Repetition
Spaced repetition, also known as spaced practice, distributed practice, or simply spacing, is a learning technique that involves breaking up study into several short sessions over an extended period. This method stands in stark contrast to cramming, offering a structured approach that enhances...
Training Bytes – Episode 96
A representative will not always be able to reach a payment agreement with a consumer during a call. Aaron Keyes from L J Ross Associates and Mike Gibb discuss the best way for a collector to end a conversation when they are unable to arrange payment. Source: AccountsRecovery.net
Training Tactics to Minimize Mistakes and Maximize Efficiency
Human error in the workplace can lead to significant consequences, including compliance risks, financial losses, and productivity setbacks. Mistakes in tasks like data entry, product handling, or regulatory reporting can result in non-compliance with legal standards, exposing organizations to...
Training Bytes – Episode 95
Occasionally, a representative will connect with a consumer who is not fluent in English. Aaron Keyes from L J Ross Associates and Mike Gibb discuss how to handle situations where the consumer doesn’t speak much English or where English is not his/her first language. Source: AccountsRecovery.net
The Compliance Wake-Up Call: What Organizations Can’t Afford to Overlook
Let’s have a real conversation. If you work in leadership at a financial institution—whether a bank, credit union, or service organization—you’ve likely felt the frustration: You invest in training. You schedule the sessions. You pull your people off the front-line. You bring in facilitators. You...