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 Pillars for Creating Amazing Team Leaders
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How to Improve Your Remote Contact Centre Learning Strategy
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How to Unlock the Potential of Your Call Centre Agents
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20 Expert Ideas to Improve Your Customer Service Skills
Typical Roles in a Call Centre Featured Image
Typical Roles in a Call Centre – With Job Descriptions
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How to Improve Your Customer Service Listening Skills
Gavin Scott
Podcast – How to Get More From Your Call Centre Team
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10 Great Ideas for Successful Call Centre Coaching Sessions
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How to Achieve Excellent Customer Service Through Coaching
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10 Strategies for Overcoming Objection Handling in Sales
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
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5 Ways to Rethink Contact Centre Training
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17 Interesting Initiatives From the Dogs Trust Contact Centre
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16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques
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The Phonetic Alphabet and How it Improves Customer Service
The contact centre podcast cover art for Nick Drake Knight's discussion on 'contact centre coaching: How to sustain learning and make it fun!'
Podcast – Contact Centre Coaching: How to Sustain Learning and Make it Fun!
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10 Ways to Reduce New Employee Attrition
Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?
How to Improve Agent Performance in the Call Centre – With a Checklist
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3 Ways to Develop Contact Centre Leadership at Every Level
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Handling Sales Objections Over The Telephone
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How to Train Active Listening in the Call Centre – With Exercises
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How to Develop the Best Contact Centre Script
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
 
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