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Articles - Training and Coaching

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

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18 Sure-Fire Ways to Boost Agent Resilience

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How to Revamp Your Agent Inductions

Video Image: 3 Ways to Reduce Agent Stress Through Training and Culture

3 Ways to Reduce Agent Stress Through Training and Culture

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Ways to Reduce Friction Between Agents Working on Different Channels

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7 Coaching Strategies Every Call Centre Needs

Video Image: 4 Steps to Train Agents to Handle Urgent Customer Queries

4 Steps to Train Agents to Handle Urgent Customer Queries

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How to Prioritize Leadership Training

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How to Limit Agent Burnout With Empathy-Led Leadership

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How to Practice Patience in Customer Service

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Take Your Coaching Strategy to the Next Level

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Five AI Use Cases for Agent Training

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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