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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Coaching time concept with a stopwatch holding a notepad and coaching checklist
How to Make the Best Use of Coaching Time
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How to Improve Your Agents’ Critical Thinking Skills
Teamwork concept with stacked people shapes supporting each other
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
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
Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper
Kick-Start Cross-Selling in Your Contact Centre
Seven chat bubbles with person pointing at one behind - live chat training concept
Live Chat Quality – 7 Training Exercises to Improve It
Pros and cons of single skilling agents on a notepad
The Pros and Cons of Single-Skilling Agents
Six steps to more competent agents
The 6 Steps to More Competent Agents
A group of office workers chatting at desks
Hit the Ground Running! How to Help Your Agents Be Shift Ready
Two people communicating
The 7 Cs of Effective Communication
Silhouette of people holding stars at sunset - improving CX concept
Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!
Person laughing and feeling happy while working at a call centre
21 Amazing Habits to Foster in Your Frontline Agents
Person with notepad at laptop - remote coaching concept
The Secrets to Coaching Remotely
Call centre worker with headset
How to Use Mock Calls to Improve Agent Performance – With Free Exercises
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Drive Success! 40 Tips to Boost Team Performance
Soft skills every agent needs to know before going live
5 Soft Skills Every Agent Needs Before Taking Their First Call
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10 Initiatives to Improve Induction Training
Person in cape with team silhouettes in background - team leadership concept
How to Coach Resilient Contact Centre Team Leaders
Compass and wooden tag written with CHANGE on grey background.
How to Manage Big Changes Well in the Contact Centre
Fixing issues with tech concept illustration with laptop and icons
15 Ways Contact Centre Technology Can Help Address Inefficiencies
 
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