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Training and Coaching

Browse our range of content on contact centre training and coaching programs to help agents develop their skills and improve overall performance.

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Live Chat Quality – 7 Training Exercises to Improve It

Live Chat Quality – 7 Training Exercises to Improve It

The Pros and Cons of Single-Skilling Agents

The Pros and Cons of Single-Skilling Agents

The 6 Steps to More Competent Agents

The 6 Steps to More Competent Agents

Hit the Ground Running! How to Help Your Agents Be Shift Ready

Hit the Ground Running! How to Help Your Agents Be Shift…

The 7 Cs of Effective Communication

The 7 Cs of Effective Communication

Improve Your CX Strategy – Clever Ideas From Bupa’s Contact Centre!

Improve Your CX Strategy – Clever Ideas From…

21 Amazing Habits to Foster in Your Frontline Agents

21 Amazing Habits to Foster in Your Frontline Agents

The Secrets to Coaching Remotely

The Secrets to Coaching Remotely

How to Use Mock Calls to Improve Agent Performance – With Free Exercises

How to Use Mock Calls to Improve Agent Performance –…

Drive Success! 40 Tips to Boost Team Performance

Drive Success! 40 Tips to Boost Team Performance

5 Soft Skills Every Agent Needs Before Taking Their First Call

5 Soft Skills Every Agent Needs Before Taking Their…

10 Initiatives to Improve Induction Training

10 Initiatives to Improve Induction Training

How to Coach Resilient Contact Centre Team Leaders

How to Coach Resilient Contact Centre Team Leaders

How to Manage Big Changes Well in the Contact Centre

How to Manage Big Changes Well in the Contact Centre

15 Ways Contact Centre Technology Can Help Address Inefficiencies

15 Ways Contact Centre Technology Can Help Address…

10 Great Ideas Delivered Straight From Superdry’s Contact Centre

10 Great Ideas Delivered Straight From Superdry’s…

16 Things We Saw at the Specsavers Contact Centre in Nottingham

16 Things We Saw at the Specsavers Contact Centre in…

14 Best Practices to Streamline Your Incoming Customer Queries

14 Best Practices to Streamline Your Incoming Customer…

35 Surefire Ways to Demotivate Your Best Agents

35 Surefire Ways to Demotivate Your Best Agents

Reassurance Statements in Customer Service – With Examples

Reassurance Statements in Customer Service – With…

What Is AI Microlearning?

What Is AI Microlearning?

How to Nurture Your Future Resource Planning Managers

How to Nurture Your Future Resource Planning Managers

What Is Microlearning?

What Is Microlearning?

12 PAWesome Ideas From the ManyPets Contact Centre

12 PAWesome Ideas From the ManyPets Contact Centre

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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?

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8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

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

Research: The Future of AI-Powered Experiences

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

24th September 2025

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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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