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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Strategies for developing and retaining talent in the contact centre
A notebook and pen - training cheat sheet for handling difficult customers
Training Cheat Sheet – Handling Difficult Customers
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How to Encourage a Learning Culture in the Contact Centre
Seven deadly sins of call scripting
I Already Coach. Why isn’t my Team Improving?
Seven Deadly Sins of Call Quality Monitoring
The Attributes of a Successful Customer Service Person
Top Tips for Dealing with Customer Complaints in Call Centres
The Importance of Call Centre Culture and How to Improve it
What Does a Good Induction Programme Look Like?
Rapport-Building Tips
How to Make a Good Script Invisible to the Customer
Using Call Recordings To Coach Staff
Call evaluation
Recording Calls For Training Purposes
Outbound team structure
Benefits of Using Real Time Speech Analytics
Call Quality Monitoring
The Top Words and Phrases Customers Use to Express their Dissatisfaction
How to recover from an agent giving out incorrect advice
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Treating every call like it’s the first
What to Measure and Manage in your Call Centre
Clear Calls Faster with Effective Listening
A photo of a difficult customer
Handling Difficult Customers
Computers all connected
How to Design a Call Centre Training Programme
 
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