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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Being Super-Busy: The Modern Excuse for Not Coaching Staff
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20 Expert Ideas to Improve Your Customer Service Skills
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The Top 10 Most Important Customer Service Skills
How Do I… Make Time for Agent Training?
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A Quick Guide to Call Listening
Training Cheat Sheet – Effective Sales Questioning
Training Cheat Sheet – Handling Customer Objections
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10 Tips for Preparing Agents for Team Leadership
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Take Your Coaching Strategy to the Next Level
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The 7 Cs of Effective Communication
Training Cheat Sheet – Coaching
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What the Experts Recommend: Team-Building Games and Exercises
Coaching Training Performance Learning Practice Concept
12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre
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How to Improve Your Agents’ Critical Thinking Skills
5 Effective Training Exercises for Your Contact Centre
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Should We Call Customers by Name?
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Training Cheat Sheet – Closing Techniques
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Coaching Talkative Advisors to Provide Better Customer Service
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The Pros and Cons of Single-Skilling Agents
10 Top Tips to Improve Your Quality Scores
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Handling Difficult Customers
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How to Keep on Top of Training in a Short-Staffed Contact Centre
How to Build Customer Trust From the Contact Centre
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What do the the Experts Recommend for Building Agent Confidence?
 
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