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Articles - Training

Browse our range of content on contact centre training programs to help agents develop their skills and improve overall performance.

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Digital Literacy: How to Train Agents to Work Alongside AI Tools

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How to Make the Best Use of Coaching Time

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How to Improve Your Agents’ Critical Thinking Skills

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Team Leader Experience (TLX) Explained

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How to Prepare Agents for Their First Leadership Role

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Effective Ways to Unlock Agent Productivity

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What It Takes to Get Training Right in the Contact Centre

Video Image: Agent Self-Evaluation – The Pros and Cons

The Pros and Cons of Agent Self-Evaluation

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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

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The Pros and Cons of Single-Skilling Agents

Six steps to more competent agents

The 6 Steps to More Competent Agents

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Hit the Ground Running! How to Help Your Agents Be Shift Ready

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The 7 Cs of Effective Communication

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Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!

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21 Amazing Habits to Foster in Your Frontline Agents

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The Secrets to Coaching Remotely

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How to Use Mock Calls to Improve Agent Performance – With Free Exercises

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

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How to Coach Resilient Contact Centre Team Leaders

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How to Manage Big Changes Well in the Contact Centre

10 Great Ideas Delivered Straight From Superdry’s Contact Centre