Articles - Training

Compass and wooden tag written with CHANGE on grey background.

How to Manage Big Changes Well in the Contact Centre

10 Great Ideas Delivered Straight From Superdry’s Contact Centre

AI holographic brain overlayed on hand making notes

Enhance Agent Training With the Assistance of AI

Image from the Specsavers site visit

16 Things We Saw at the Specsavers Contact Centre in Nottingham

Streamline concept with 3 flows of spheres converging in a single row

14 Best Practices to Streamline Your Incoming Customer Queries

Bored and unmotivated worker

35 Surefire Ways to Demotivate Your Best Agents

tree growing and dry with sky and sun background

The Top 15 Reassurance Statements for Customer Service

AI microlearning written on picture of elearning symbols

What Is AI Microlearning?

What you nurture will grow. Closeup shot of a group of unrecognisable people holding plants growing in soil.

How to Nurture Your Future Resource Planning Managers

What Is Microlearning?

Collage of pets jumping

12 PAWesome Ideas From the ManyPets Contact Centre

Person sat a desk with headphones, laptop and pen- monitoring concept

A Quick Guide to Call Listening

What I've Learned Harshal Thorat cover

What I’ve Learned About Running a Call Centre – 5 Critical Factors

Rapport written on dartboard

Interactive Training Sheet – Building Rapport

Training concept with the words training skill and develop on paper being worked on by group

How to Keep on Top of Training in a Short-Staffed Contact Centre

Top view image of open notebook with blank pages and coffee cup on wooden background

Cheat Sheet – Customer Service Apology Statements

A hand holding jigsaw piece with background of teamwork people connection - technology solving staffing gaps concept

How Technology Can Plug the Gap in a Short-Staffed Call Centre

How Do You Operate Induction Training? Cover

How Do You Operate Induction Training?

Eggs in a twig nest with the words nesting

What Is Nesting?

Coaching Training Performance Learning Practice Concept

12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre

Happy new starter working remotely

Simple Ways to Give Remote Workers a Warm ‘Virtual’ Welcome

Idea concept on green background. Perpetual motion with light bulbs

How to Take Ideas From Conference to Contact Centre

training metric

Metrics for Training Agents

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching