Articles - Training and Coaching

Effective training and coaching are key to building high-performing, engaged contact centre teams. This insight hub brings together expert guidance, practical techniques, and real-world examples to help you design impactful training programmes and deliver coaching that drives real results. Discover new ways to support learning, give constructive feedback, and create a culture of continuous improvement. From onboarding and soft skills to performance management and leadership development, these resources offer everything you need to help your people grow and succeed.

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Is AI the “Silver Bullet” We’ve All Been Waiting For?
Is AI the “Silver Bullet” We’ve All Been Waiting For?
Award-Winning Tips from Citizens Advice
Award-Winning Tips From Citizens Advice
Quality assurance concept checklist
Stay Ahead in QA and Call Recording
chess strategy set
How to Nail Your Outbound Strategy
New agent welcome - the words welcome to the team
10 Ways to Give New Recruits an Amazing Welcome
A coach with a clipboard giving advice and training
Help Your Top Performers Soar Even Higher
Concept of building resilience with blocks with the word
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
A lady coaching a call centre agent
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
Skills and leadership development concept with paper origami
How to Prioritize Leadership Training
Leadership skills concept with icons
How to Limit Agent Burnout With Empathy-Led Leadership
How to practice PATIENCE on white card lying on notepad
How to Practice Patience in Customer Service
Next level written on notepad with mini ladder
Take Your Coaching Strategy to the Next Level
AI in training concept with robot in graduation hat and desks
Five AI Use Cases for Agent Training
Digital learning concept with icons
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Coaching time concept with a stopwatch holding a notepad and coaching checklist
How to Make the Best Use of Coaching Time
Critical thinking skills - reasoning, problem solving, evaluating, decision making, analyzing on colorful background
How to Improve Your Agents’ Critical Thinking Skills
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Team Leader Experience (TLX) Explained
Leadership and team building concept with hands moving puzzle pieces with people
How to Prepare Agents for Their First Leadership Role
Open lock and key with the words unlock agent productivity
Effective Ways to Unlock Agent Productivity
Training concept with the words training
What It Takes to Get Training Right in the Contact Centre
 
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