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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What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Everyone in Your Team Is an Individual
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UK Phonetic Alphabet – Free Download
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6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
Video Image: A Great Way to Do a Coaching Session
A Great Way to Do a Coaching Session
What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Think of an Agent as a Teacher
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What Do You Tell Customers When They Ask for Your Location?
Person typing on a digital keyboard
How to Improve Agents Typing While Talking and Listening
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
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How to Create the Case for Performance Change
Video Image: Call Centre Coaching – 10 Experts Share Their Favourite Advice
10 Expert Tips for Call Centre Coaching
Train Team Leaders Well
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25 Affirmative Words and Statements to Support Customers
Keep agents attention during team meetings and training sessions
12 Ideas to Keep Agents Engaged During Meetings and Training Sessions
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7 Drivers of Employee Engagement
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An Action Plan for Customer Empathy
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What Are the Best Call Evaluation Criteria?
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The Best Ways of Providing Corrective and Nurturing Feedback
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Coaching Talkative Advisors to Provide Better Customer Service
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Going From Induction to Onboarding
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9 Traits of High-Performing Team Leaders
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How to Conduct a Skills Audit and Coaching Plan
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20 Ways to Upskill Your Contact Centre Advisors
Customer Service Role Plays Movie Clapper
9 Customer Service Role Plays
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10 Career Progression Opportunities to Offer Your Team
 
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