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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7 Ways to Help Your Agents Embrace Change
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How to Improve FCR on Email and Live Chat
Video Image: 5 Ways Workforce Management Is Evolving
5 Ways Workforce Management Is Evolving
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What’s Really Holding CX Team Leaders Back?
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What Does It Take to Build a Truly Empowered Workforce?
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7 Ways to Help Agents Fight the ‘Forgetting Curve’
Call centre worker talking on phone
Try These Simple Changes to Help Customers Who Stammer
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Are Customers Really Ruder When They Can Hide Behind the Phone?
Close-up of hands typing on laptop keyboard with digital icons of certification, teamwork, checklist, and analysis - quality assurance concept
Make QA That Bit Easier on Everyone
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Quick Wins to Improve Information Accuracy
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Push Your QA Programme Beyond “Just Looking Good”
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Good Habits to Encourage in CX Leaders
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Hold Onto Your New Starters… For More Than 6 Months!
A compass with text and icons - Be Prepared
Are You Preparing Your Agents Enough for the Future?
Upgrade How You Listen to Customer Feedback
Keep Agent Knowledge Up to Date – Without Overwhelming Them
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How Worcester Bosch Keep Their NPS Above 80
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Strike the Right Balance Between Human and AI Coaching
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5 Simple Ways to Upskill Agents – Without a Huge Training Budget
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Don’t Let Tech Adoption Be an Afterthought
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CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve
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Where Are Contact Centres REALLY Seeing AI Success?
Why Coaching Still Requires the Human Touch
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How to Prove “Faster Doesn’t Always Mean Better”
 
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