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Find and explore a range of free downloadable resources to support training, operations, and customer engagement in contact centres.

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Are You Overcomplicating Agent Motivation?

Are You Overcomplicating Agent Motivation?

Monthly Forecasting Excel Spreadsheet Template – Free Download

Monthly Forecasting Excel Spreadsheet Template –…

Top 20 Examples of Rapport Building Statements

Top 20 Examples of Rapport Building Statements

3 Ways to Have Fun in the Contact Centre

3 Ways to Have Fun in the Contact Centre

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Motivating Teams

Training Cheat Sheet – Managing Performance

Training Cheat Sheet – Managing Performance

Training Cheat Sheet – Influence

Training Cheat Sheet – Influence

Top 10 Contact Centre Trophies

Top 10 Contact Centre Trophies

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Creating Advocates

Training Cheat Sheet – Coaching

Training Cheat Sheet – Coaching

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Handling Customer Objections

Best Tips, Phrases and Words to Use for Building Rapport

Best Tips, Phrases and Words to Use for Building Rapport

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Effective Sales Questioning

Space Race Call Centre Game Template

Space Race Call Centre Game Template

Training Cheat Sheet – Closing Techniques

Training Cheat Sheet – Closing Techniques

Call Centre Homeworking Checklist

Call Centre Homeworking Checklist

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Handling Difficult Customers

Training Cheat Sheet – Handling Difficult Customers

Snakes and Ladders Call Centre Game Template

Snakes and Ladders Call Centre Game Template

Erlang Calculator for High Traffic Volumes

Erlang Calculator for High Traffic Volumes

Call Centre Dress Codes

Call Centre Dress Codes

Free Call Monitoring and Evaluation Form – Excel Template

Free Call Monitoring and Evaluation Form – Excel…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

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9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

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How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

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