Articles - Training and Coaching

Effective training and coaching are key to building high-performing, engaged contact centre teams. This insight hub brings together expert guidance, practical techniques, and real-world examples to help you design impactful training programmes and deliver coaching that drives real results. Discover new ways to support learning, give constructive feedback, and create a culture of continuous improvement. From onboarding and soft skills to performance management and leadership development, these resources offer everything you need to help your people grow and succeed.

Previous
Next
RECENT
POPULAR
AI microlearning written on picture of elearning symbols
What Is AI Microlearning?
What you nurture will grow. Closeup shot of a group of unrecognisable people holding plants growing in soil.
How to Nurture Your Future Resource Planning Managers
What Is Microlearning?
Collage of pets jumping
12 PAWesome Ideas From the ManyPets Contact Centre
Person sat a desk with headphones, laptop and pen- monitoring concept
A Quick Guide to Call Listening
What I've Learned Harshal Thorat cover
What I’ve Learned About Running a Call Centre – 5 Critical Factors
Training concept with the words training skill and develop on paper being worked on by group
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
Top view image of open notebook with blank pages and coffee cup on wooden background
Cheat Sheet – Customer Service Apology Statements
A hand holding jigsaw piece with background of teamwork people connection - technology solving staffing gaps concept
How Technology Can Plug the Gap in a Short-Staffed Call Centre
How Do You Operate Induction Training? Cover
How Do You Operate Induction Training?
Nesting concept with nest and eggs
What Is Nesting?
Coaching Training Performance Learning Practice Concept
12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre
Happy new starter working remotely
Simple Ways to Give Remote Workers a Warm ‘Virtual’ Welcome
Idea concept on green background. Perpetual motion with light bulbs
How to Take Ideas From Conference to Contact Centre
Call center assistants illustration
Metrics for Training Agents
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
A dog in pink wig on yellow background with pink speech balloon
Comedy Phonetic Alphabet – Free Download
View of the back of a sports coach
What Is the Best Way to Coach a Phone Call?
Spanish Flag in speech bubble over letters
Spanish Phonetic Alphabet – Free Download
Coach helping little people go through the difficult part
How Coaching Can Help in Overcoming Stress
France flag talk balloon and blank speech bubble
French Phonetic Alphabet – Free Download
Clever Ideas for Induction Programmes
 
Previous
Next