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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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
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The Top 10 Most Important Customer Service Skills
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9 Fun Customer Service Training Exercises
8 Ideas to Welcome Your Advisors on Their First Day at Work
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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
 
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