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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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14 Best Practices to Streamline Your Incoming Customer Queries

14 Best Practices to Streamline Your Incoming Customer…

Top Tips for Training and Induction

Top Tips for Training and Induction

How Do I Train My Team With a Budget?

How Do I Train My Team With a Budget?

Is Your Contact Centre Prepared for the Challenges of 2020?

Is Your Contact Centre Prepared for the Challenges of…

9 Traits of High-Performing Team Leaders

9 Traits of High-Performing Team Leaders

How to Encourage a Learning Culture in the Contact Centre

How to Encourage a Learning Culture in the Contact Centre

15 Ways Contact Centre Technology Can Help Address Inefficiencies

15 Ways Contact Centre Technology Can Help Address…

How Do I… Make Time for Agent Training?

How Do I… Make Time for Agent Training?

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

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

11 Things You Can Learn From the Siniat Contact Centre

11 Things You Can Learn From the Siniat Contact Centre

16 Ideas You Can Try From Skipton Building Society’s Contact Centre

16 Ideas You Can Try From Skipton Building Society’s…

Ways to Reduce Friction Between Agents Working on Different Channels

Ways to Reduce Friction Between Agents Working on…

How to Make the Best Use of Coaching Time

How to Make the Best Use of Coaching Time

How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

How to Unlock the Potential of Your Call Centre Agents

How to Unlock the Potential of Your Call Centre Agents

What Makes Smaller Contact Centres so Different?

What Makes Smaller Contact Centres so Different?

Business certification: knowing your ISOs from your Six Sigmas

Business certification: knowing your ISOs from your Six…

How to Improve Agents Typing While Talking and Listening

How to Improve Agents Typing While Talking and Listening

How to Prepare Agents for Their First Leadership Role

How to Prepare Agents for Their First Leadership Role

80% of Contact Centre Professionals Have Never Been Offered Voice Training

80% of Contact Centre Professionals Have Never Been…

Making a Real Success of Leadership

Making a Real Success of Leadership

Holacracy: The Latest Trend in Customer Service

Holacracy: The Latest Trend in Customer Service

What Is AI Microlearning?

What Is AI Microlearning?

Clever Ideas for Induction Programmes

Clever Ideas for Induction Programmes

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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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