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Articles - Induction Training and Onboarding

Browse our range of content on designing effective induction training programmes for new contact centre agents.

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How to Revamp Your Agent Inductions

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Ways to Reduce Friction Between Agents Working on Different Channels

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Train New Agents in Just 30 Days

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21 Top Tips to Improve Your Agent Onboarding

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10 Ideas We Heard at the Leeds Building Society Contact Centre

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

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10 Initiatives to Improve Induction Training

Clever Ideas for Induction Programmes

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UK Phonetic Alphabet – Free Download

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Going From Induction to Onboarding

Contact Centre Inductions: What You Need to Know to Be Successful

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50 Call Centre Training Tips

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Top Tips for Induction Training Programmes

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10 Fun Induction Games and Activities

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Editor's Pick

Thumbnail 10 New Ways Tech Is Helping Agents Right Now

10 New Ways Tech Is Helping Agents Right Now

Thumbnail Stop Making Your Absence Rates Go Up!

Stop Making Your Absence Rates Go Up!

Thumbnail 10 Quick Wins to Help Agents Recover From a Tough Day

10 Quick Wins to Help Agents Recover From a Tough Day

Thumbnail Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on Different Channels

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Latest Resources

2025 Contact Center KPI Benchmarking Report

2025 Contact Center KPI Benchmarking Report

eBook: Transforming Patient Experience for UK Healthcare

eBook: Transforming Patient Experience for UK Healthcare

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Upcoming Events

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Unlock the Power of Your QA Data – Webinar

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BPO Pulse 2025: Growth, Tech & Trust – Insights from MaxContact & HGS – Webinar

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How Are AI Call Centres Transforming Sales and Service?

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Habits That Kill Your WFM Strategy

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Featured Articles

Thumbnail Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Thumbnail 15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Thumbnail When Is It OK to Hang-Up on a Customer?

When Is It OK to Hang-Up on a Customer?

Thumbnail How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The Checklist

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Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2025

The Top 50 Words to Describe Yourself on Your CV in 2025

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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