Articles - Training

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

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UK Phonetic Alphabet – Free Download
What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Think of an Agent as a Teacher
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What Do You Tell Customers When They Ask for Your Location?
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How to Improve Agents Typing While Talking and Listening
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How to Coach Empathy in the Contact Centre – With Three Training Exercises
Train Team Leaders Well
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25 Affirmative Words and Statements to Support Customers
Keep agents attention during team meetings and training sessions
12 Ideas to Keep Agents Engaged During Meetings and Training Sessions
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The Best Ways of Providing Corrective and Nurturing Feedback
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Coaching Talkative Advisors to Provide Better Customer Service
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Going From Induction to Onboarding
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How to Conduct a Skills Audit and Coaching Plan
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20 Ways to Upskill Your Contact Centre Advisors
Customer Service Role Plays Movie Clapper
9 Customer Service Role Plays
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How to Improve Your Remote Contact Centre Learning Strategy
A photo of a customer service advisor having a conversation
20 Expert Ideas to Improve Your Customer Service Skills
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10 Great Ideas for Successful Call Centre Coaching Sessions
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How to Achieve Excellent Customer Service Through Coaching
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10 Strategies for Overcoming Objection Handling in Sales
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
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9 Call Centre Environment Best Practices
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5 Ways to Rethink Contact Centre Training
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16 Customer Service Training Ideas – With Activities, Games and Helpful Techniques
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The Phonetic Alphabet and How it Improves Customer Service
 
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