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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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A Quick Guide to Call Listening

A Quick Guide to Call Listening

What I’ve Learned About Running a Call Centre – 5 Critical Factors

What I’ve Learned About Running a Call Centre…

How to Keep on Top of Training in a Short-Staffed Contact Centre

How to Keep on Top of Training in a Short-Staffed…

What I’ve Learned From Running a Contact Centre – Be a Knowledge Sponge

What I’ve Learned From Running a Contact Centre – Be a…

Cheat Sheet – Customer Service Apology Statements

Cheat Sheet – Customer Service Apology Statements

How Technology Can Plug the Gap in a Short-Staffed Call Centre

How Technology Can Plug the Gap in a Short-Staffed Call…

How Do You Operate Induction Training?

How Do You Operate Induction Training?

What Is Nesting?

What Is Nesting?

12 Reasons You Shouldn’t Skip Training in a Short-Staffed Call Centre

12 Reasons You Shouldn’t Skip Training in a…

Simple Ways to Give Remote Workers a Warm ‘Virtual’ Welcome

Simple Ways to Give Remote Workers a Warm ‘Virtual’…

How to Take Ideas From Conference to Contact Centre

How to Take Ideas From Conference to Contact Centre

Metrics for Training Agents

Metrics for Training Agents

Soft Skills Gaps Are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training…

How to Structure a Quality Coaching Session

How to Structure a Quality Coaching Session

Comedy Phonetic Alphabet – Free Download

Comedy Phonetic Alphabet – Free Download

What Is the Best Way to Coach a Phone Call?

What Is the Best Way to Coach a Phone Call?

Spanish Phonetic Alphabet – Free Download

Spanish Phonetic Alphabet – Free Download

How Coaching Can Help in Overcoming Stress

How Coaching Can Help in Overcoming Stress

French Phonetic Alphabet – Free Download

French Phonetic Alphabet – Free Download

Clever Ideas for Induction Programmes

Clever Ideas for Induction Programmes

What I’ve Learned From Running a Contact Centre – Everyone in Your Team Is an Individual

What I’ve Learned From Running a Contact Centre –…

UK Phonetic Alphabet – Free Download

UK Phonetic Alphabet – Free Download

6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance

6 Key Steps to Deliver a Measurable Improvement in…

A Great Way to Do a Coaching Session

A Great Way to Do a Coaching Session

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