News & Tips
Microlearning: the Future of Professional Development
From dawn to dusk: That’s how long the average adult spends on-screen — about 11 hours daily. At the same time, corporate trainers are trying to grab employee attention long enough to educate them and ensure the information sticks. Tools like EJ4 let viewers watch five- to ten-minute training...
Measuring Training Outcomes and Impact
How to effectively evaluate training has been a common challenge in the world of learning and development (L&D) for decades. Even though most training practitioners know that evaluation is important, have read articles about evaluation and have probably dabbled with a couple of models, little...
Training Bytes – Episode 10
What should collectors do when a consumer calls in and says “I want to buy a house and I need to get this item off my credit report”? Greg Ruffino from Williams & Fudge and Mike Gibb discuss what to do when this occurs. Source: AccountsRecovery.net
How to Effectively Manage Your Team for Peak Performance
Race cars, Power Rangers... There are a number of different analogies and examples that can be used to describe how all of the employees inside a collection operation need to be performing together for the operation to be successful. Looking at all of the employees inside an operation as a team...
Training Bytes – Episode 9
How can a representative connect with a consumer that seems standoffish or wary of talking to a stranger? Michael Jeselnik from Carter-Young and Mike Gibb discuss how to respond to this type of situation. Source: AccountsRecovery.net
Reinventing Learning in a Remote Workforce
Adjust the 70/20/10 professional development model, perhaps closer to a 50/25/25 model. This could utilize the same technology that ushered in our new era of work and create more achievable benchmarks for in-person coaching. An employee’s professional development has long thrived on face-to-face...
Training Bytes – Episode 8
What should representatives do when they answer an inbound phone call from consumers who previously received calls and didn't answer them, and are now calling back to see what the calls were regarding? Mindy Chumbley from Solverity and Mike Gibb discuss how this scenario should be handled. Source:...
Measuring the Right Metrics to Prove Training’s Impact
During the 1980s and ‘90s, training departments at most corporations published tables and graphs that displayed training days, batch occupancy and trainer utilization as key metrics to indicate how well the department was doing. The mantra was: “Get them into the classroom and everything will be...
Training Bytes – Episode 7
What should collectors do when they make a mistake and the consumer doesn't notice it? Beth Conklin from State Collection Service and Mike Gibb discuss how this situation should be handled. Source: AccountsRecovery.net