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Articles - Coaching

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Video: Agent Self-Evaluation – The Pros and Cons

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Train New Agents in Just 30 Days

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Kick-Start Cross-Selling in Your Contact Centre

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Live Chat Quality – 7 Training Exercises to Improve It

Six steps to more competent agents

The 6 Steps to More Competent Agents

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The Secrets to Coaching Remotely

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Drive Success! 40 Tips to Boost Team Performance

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10 Initiatives to Improve Induction Training

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How to Coach Resilient Contact Centre Team Leaders

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15 Ways Contact Centre Technology Can Help Address Inefficiencies

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How to Keep on Top of Training in a Short-Staffed Contact Centre

What I've Learned Simon Ryan sponge

What I’ve Learned From Running a Contact Centre – Be a Knowledge Sponge

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

coaching session

How to Structure a Quality Coaching Session

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Comedy Phonetic Alphabet – Free Download

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What Is the Best Way to Coach a Phone Call?

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Spanish Phonetic Alphabet – Free Download

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How Coaching Can Help in Overcoming Stress

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French Phonetic Alphabet – Free Download

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What I’ve Learned From Running a Contact Centre – Everyone in Your Team Is an Individual

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UK Phonetic Alphabet – Free Download

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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

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Video: A Great Way to Do a Coaching Session

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

How to Coach Empathy in the Contact Centre – With Three Training Exercises