Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Training
Previous
Next
RECENT
POPULAR
10 Customer Service Skills That Every Contact Centre Advisor Must Have
How to Develop Coaches and Mentors in a Contact Centre
First Aid for Coaching Call Centre Advisors
The Johari Window: A Contact Centre Training Tool
How to Build Rapport on the Phone – With Examples
8 Things to Remember When Changing Contact Centre Business Processes
21 Top Tips for Appointment Setting
What Role Does Coaching Play in Contact Centre Training?
The Contact Centre Manifesto – Don’t Do ANYTHING Until You Have Done These 10 Things!
Give Agents the Right Tools to Do Their Job
SMART Training – Changing the Perception of Contact Centre Coaching
Should a Contact Centre Advisor Handle Calls, Emails and Chats?
Using Gamification to Increase Contact Centre Engagement
50 Call Centre Training Tips
Top Tips for Selling Over the Phone
Top Tips for Induction Training Programmes
7 Ideas You Can Learn from the Gloucester Intercall Contact Centre
11 Ways to Keep Training Relevant
Does Your Contact Centre Need a “Colleague Experience Manager”?
Training Your Staff to Be Effective at Live Chat
10% of contact centres never schedule training
9 Top Tips for Managing a Very Young Workforce
16 Ideas You Can Try From Skipton Building Society’s Contact Centre
12 Ways to Make Better Use of Agent Downtime
Previous
Next
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
Upcoming Events
Why Industry Leaders are Prioritising AI Investment – Webinar
Achieving the Perfect Balance of Occupancy, Utilization, and Productivity – Webinar
Latest Blogs
NLP-Based Vs. LLM-Powered Sentiment Analysis
How to Extract Valuable Insights With Text Analysis
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?