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.

Previous
Next
RECENT
POPULAR
What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Think of an Agent as a Teacher
10 Customer Service Skills That Every Contact Centre Advisor Must Have
60 Tips for Terrific Performance
A photo of an online learning session
How to Improve Your Remote Contact Centre Learning Strategy
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
8 Ideas to Welcome Your Advisors on Their First Day at Work
36 Tips for Improving Performance and Quality
Top view image of open notebook with blank pages and coffee cup on wooden background
Cheat Sheet – Customer Service Apology Statements
A picture of keys and a padlock
How to Unlock the Potential of Your Call Centre Agents
Silhouette of people holding stars at sunset - improving CX concept
Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!
Training concept with the words training
What It Takes to Get Training Right in the Contact Centre
View of the back of a sports coach
What Is the Best Way to Coach a Phone Call?
Person in cape with team silhouettes in background - team leadership concept
How to Coach Resilient Contact Centre Team Leaders
A picture of arrows going through a wall
10 Strategies for Overcoming Objection Handling in Sales
Coaching time concept with a stopwatch holding a notepad and coaching checklist
How to Make the Best Use of Coaching Time
Digital learning concept with icons
Digital Literacy: How to Train Agents to Work Alongside AI Tools
Skills and leadership development concept with paper origami
How to Prioritize Leadership Training
Sad and happy blocks with up and down graph arrows
Turn a Bad Team Leader Into a Good Team Leader
Video Image: 3 Ways to Reduce Agent Stress Through Training and Culture
3 Ways to Reduce Agent Stress Through Training and Culture
Video Image: 4 Steps to Train Agents to Handle Urgent Customer Queries
4 Steps to Train Agents to Handle Urgent Customer Queries
Leadership skills concept with icons
How to Limit Agent Burnout With Empathy-Led Leadership
New ideas and training concept with lightbulb of speech bubbles and people with pencils
How to Revamp Your Agent Inductions
Concept of building resilience with blocks with the word
18 Sure-Fire Ways to Boost Agent Resilience
Scissors with frayed rope - cutting tension concept
Ways to Reduce Friction Between Agents Working on Different Channels
 
Previous
Next