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Articles - Training
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How to Book Staff Coaching Without Impacting the Customer
Mastering Call Centre Management: Training, Courses, and Strategies
5 Soft Skills Every Agent Needs Before Taking Their First Call
Essential Training for Call Centre Managers
How to Utilize Pockets of Time Without Risking Service Levels
Prevent Pre-Boarding Purgatory and First-Day Ghosting
10 Initiatives to Improve Induction Training
Mastering the Art of Call Centre Agency Training
Strategies for Remote Agent Training
How to Coach Resilient Contact Centre Team Leaders
Is Too Much Training Hurting Your Team’s Performance?
10 Mistakes to Avoid in Call Centre Training
How to Manage Big Changes Well in the Contact Centre
10 Great Ideas Delivered Straight From Superdry’s Contact Centre
Enhance Agent Training With the Assistance of AI
16 Things We Saw at the Specsavers Contact Centre in Nottingham
14 Best Practices to Streamline Your Incoming Customer Queries
35 Surefire Ways to Demotivate Your Best Agents
Top 10 Ways to Reassure Your Customers
What Is AI Microlearning?
How to Nurture Your Future Resource Planning Managers
What Is Microlearning?
12 PAWesome Ideas From the ManyPets Contact Centre
A Quick Guide to Call Listening
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Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
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Report: The Top 5 Metrics Shaping Bank and Credit Union Performance
eBook: Five Trendsetters in CX Innovation
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Tue 19 Mar 2024
European Contact Centre and Customer Service Exchange 2024
Tue 19 Mar 2024
Latest Insights
5 Ways to Use Data to Improve Your CX
AI in WFM: Separating Fact From Fiction
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
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