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Articles - Training

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

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Build Rapport on the Phone for Success

How to Build Rapport on the Phone – With Examples

Young smiling experienced operator of call center answering the question of his client

How to Train Active Listening in the Call Centre – With Exercises

Training concept with the words training

What It Takes to Get Training Right in the Contact Centre

Calendar showing a month on blue background

Train New Agents in Just 30 Days

The Phonetic Alphabet - in a frame of letters

The Phonetic Alphabet and How it Improves Customer Service

Seven chat bubbles with person pointing at one behind - live chat training concept

Live Chat Quality – 7 Training Exercises to Improve It

A happy customer service team look at the camera, sat around a table

9 Fun Customer Service Training Exercises

The Top Words and Phrases Customers Use to Express their Dissatisfaction

France flag talk balloon and blank speech bubble

French Phonetic Alphabet – Free Download

Stationery, chalkboard and UK flag on color background with words

UK Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download

training course meeting

50 Call Centre Training Tips

Person holding and looking up to speech bubble

25 Affirmative Words and Statements to Support Customers

A notebook and pen - training cheat sheet for handling difficult customers

Training Cheat Sheet – Handling Difficult Customers

Call centre worker with headset

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

rubber duck in ice

10 Fun Induction Games and Activities

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

How to Coach Empathy in the Contact Centre – With Three Training Exercises

Cross-Selling concept. Text on white paper on black background. and multi-coloured buttons and crumpled paper

Kick-Start Cross-Selling in Your Contact Centre

Eggs in a twig nest with the words nesting

What Is Nesting?

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Two people communicating

The 7 Cs of Effective Communication

holding up book

Training Cheat Sheet – Effective Questioning

How to sell over the phone

Top Tips for Selling Over the Phone

Enghouse Opus Whitepaper Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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