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Articles - Training

Pros and cons of single skilling agents on a notepad

The Pros and Cons of Single-Skilling Agents

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How AI Will Increase Training Needs for Colleagues

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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Best Practices for Supporting Vulnerable Customers in Times of Crisis

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10 Innovative Ways to Gamify Corporate Training in 2024

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The Top 3 Gamified Learning Platforms in 2024

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21 Amazing Habits to Foster in Your Frontline Agents

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Mastering Call Centre Coaching – Best Practices and Strategies

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What’s the Secret to Developing Contact Centre Super-Agents?

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The Secrets to Coaching Remotely

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Essential Training for Customer Service Staff

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The Top 5 Microlearning Platforms in 2024

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

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How to Gamify Sales Training Programs

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How to Book Staff Coaching Without Impacting the Customer

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Mastering Call Centre Management: Training, Courses, and Strategies

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

A trainer holding notebook with text MANAGEMENT TRAINING at presentation

Essential Training for Call Centre Managers

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How to Utilize Pockets of Time Without Risking Service Levels

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Prevent Pre-Boarding Purgatory and First-Day Ghosting

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10 Initiatives to Improve Induction Training

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Editor's Pick

Thumbnail The Evolution of the Contact Centre

The Evolution of the Contact Centre

Thumbnail Get Sickness Under Control – 21 Management Tips

Get Sickness Under Control – 21 Management Tips

Thumbnail Open Questions to Use in Customer Service

Open Questions to Use in Customer Service

Thumbnail Is ChatGPT Really Suitable for Contact Centres Right Now?

Is ChatGPT Really Suitable for Contact Centres Right Now?

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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