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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How to Improve Agent Performance in the Call Centre – With a Checklist
A picture of paper cut-out men, which one shaped like a leader
3 Ways to Develop Contact Centre Leadership at Every Level
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Handling Sales Objections Over The Telephone
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
Young businessman working in call centre. He is sitting at the table in headset
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
A happy customer service team look at the camera, sat around a table
9 Fun Customer Service Training Exercises
8 Ideas to Welcome Your Advisors on Their First Day at Work
A table set up of a breakout room at which contact centre
14 Imaginative Ideas From the Which? Contact Centre
How to Improve Agent Engagement
7 Contact Centre Agent Training Nightmares
Turning Contact Centre Agents Into Storytellers
Contact Centre Inductions: What You Need to Know to Be Successful
How to Develop Team Leaders in the Contact Centre
The Fundamentals of Contact Centre Peak Management
6 Tips to Improve Quality Scores and Customer Service
The Best Uses for e-Learning in the Contact Centre
Create a Contact Centre Orientation Plan to Reduce Attrition
The Challenge of Being a New Contact Centre Manager
3 Strategies for Developing Call Centre Quality Assurance Guidelines
How to Analyse Data to Identify Gaps in Agent Training?
The Top Ten Uses for Call Recordings
How to Monitor Quality in the Contact Centre
How to Drive Engagement with Minimal Impact to Service Levels
 
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