Training and Coaching Archives - Contact Centre Helper

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 Ways to Help Agents Fight the ‘Forgetting Curve’

7 Ways to Help Agents Fight the ‘Forgetting Curve’

Try These Simple Changes to Help Customers Who Stammer

Try These Simple Changes to Help Customers Who Stammer

Are Customers Really Ruder When They Can Hide Behind the Phone?

Are Customers Really Ruder When They Can Hide Behind the…

Make QA That Bit Easier on Everyone

Make QA That Bit Easier on Everyone

Quick Wins to Improve Information Accuracy

Quick Wins to Improve Information Accuracy

Push Your QA Programme Beyond “Just Looking Good”

Push Your QA Programme Beyond “Just Looking Good”

Good Habits to Encourage in CX Leaders

Good Habits to Encourage in CX Leaders

Hold Onto Your New Starters… For More Than 6 Months!

Hold Onto Your New Starters… For More Than 6 Months!

Are You Preparing Your Agents Enough for the Future?

Are You Preparing Your Agents Enough for the Future?

Upgrade How You Listen to Customer Feedback

Upgrade How You Listen to Customer Feedback

Keep Agent Knowledge Up to Date – Without Overwhelming Them

Keep Agent Knowledge Up to Date – Without Overwhelming…

How Worcester Bosch Keep Their NPS Above 80

How Worcester Bosch Keep Their NPS Above 80

Strike the Right Balance Between Human and AI Coaching

Strike the Right Balance Between Human and AI Coaching

5 Simple Ways to Upskill Agents – Without a Huge Training Budget

5 Simple Ways to Upskill Agents – Without a Huge…

Don’t Let Tech Adoption Be an Afterthought

Don’t Let Tech Adoption Be an Afterthought

CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve

CX Leaders Can’t Afford to Stand Still as Agent…

Where Are Contact Centres REALLY Seeing AI Success?

Where Are Contact Centres REALLY Seeing AI Success?

Why Coaching Still Requires the Human Touch

Why Coaching Still Requires the Human Touch

How to Prove “Faster Doesn’t Always Mean Better”

How to Prove “Faster Doesn’t Always Mean Better”

Equip Your Team Leaders to Truly Elevate Service

Equip Your Team Leaders to Truly Elevate Service

4 Ways to Build Customer Loyalty in the Digital Age

4 Ways to Build Customer Loyalty in the Digital Age

Get the Best Out of Your Hybrid Agents

Get the Best Out of Your Hybrid Agents

5 Ways to Boost Agent Speed to Competence

5 Ways to Boost Agent Speed to Competence

How to Level Up Your QA Programme in 2026

How to Level Up Your QA Programme in 2026

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

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How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

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