Learning & Development

CX & Call Centre Learning & Development

With call centres traditionally having a high turnover and the constant changes to products, services, policies and processes,  the call centre learning & development function is critical for success.

We’ve collated all our articles on best practice for learning & development in a call centre or CX environment including training tips, games, team building, coaching and more.

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April 12, 2018
Using DiSC Profiling in customer service

How DiSC profiling can help with customer service

This article will introduce you to the basics of DiSC theory; explore how it enhances communication skills for call centre agents, as well as recommending next steps to start using DiSC with your team.
August 6, 2017

What’s missing from most sales call centre training programs?

There is typically one critical component missing from most sales call centre training programs that negatively impacts performance and engagement. We reveal what it is and why you need to include it.
July 20, 2017
5 Tips for EFFECTIVE TRAINING IN CALL CENTRES

Five Tips for Effective Training in Contact Centres

We've got five tips for effective training in contact centres that will ensure your call centre staff are engaged and delivering a high level of customer service to your customers.
June 8, 2017
How to pay it forward and fast-track your career MENTORING BENEFITS

Mentoring benefits

There are a lot of mentoring benefits, both for the mentor and mentee. In this article we provide some tips on becoming a mentor as well as some tips on how to find a mentor to help accelerate your career.
June 7, 2017
6 Steps to help OVERCOMING PROCRASTINATION

6 steps to overcome procrastination

If you're prone to putting things off to later you might want to read our 6 steps to overcome procrastination and make your life more productive! Of course you could always put if off and read it later ;)
May 31, 2017
3 great tips to develop MILLENNIALS INTO LEADERS

3 Top tips to develop millennials into leaders

The next leaders of your business will come from millennials and whilst generalising, there are three tips that will help you develop millennials into leaders.
May 18, 2017
How to coach call centre staff on DEALING WITH DIFFICULT CUSTOMERS

Dealing with difficult customers

Dealing with difficult customers is a fact of life for those working in a call centre, or any business for that matter! Here's some great advice on coaching call centre staff about having to deal with difficult customers.
May 10, 2017
5 Powerful tips to improve your SKILLS COACHING

5 powerful tips to improve your skills coaching

We've got 5 powerful tips to improve your skills coaching in the workplace that help foster better relationships with your team, improve their performance and position you as a better leader.
May 4, 2017
STAND UP DESKS 10 Lessons from using one for a year

10 Lessons from using a stand up desk for 1 year

You see them appearing in workplaces across the country but are they worth the hype? We share 10 Lessons from using a stand up desk for 1 year that will convince you they are the real deal!
April 18, 2017

Take a chance in delivering your customer service training

With an increasing focus in getting the customer experience right, take a chance in delivering your customer service training and make sure you include a component to help staff understand more about themselves. This will lead to not only improved service delivery, but more engaged staff inside and outside of work.
April 18, 2017
Why you need to train your call centre agents to COMPETE WITH A ROBOT

Why you need to train your call centre agents to compete with a robot

With the increase in customer automation its leaving the more complex enquiries to your call centre agents. But with robots continuing to get smarter, you need to ensure your agents can compete with a robot to extend their careers.
April 11, 2017
Tips for planning CUSTOMER SERVICE TRAINING

Tips for planning customer service training – plan smarter, not harder!

When you are planning customer service training there is lots to consider. These tips written by a customer service trainer will help ensure everything goes to plan and you cover off all the key topics so your staff are empowered to deliver service excellence!
November 8, 2016
The most common mistake causing POOR SALES AND SERVICE

The most common mistake effecting poor sales and service

We reveal the most common mistake effecting poor sales and service in a call centre along with a great insight into the daily challenges of a call centre agent and how that impacts on the customer experience.
October 14, 2016

Why you need to be comfortably awkward in your career

Fear is one of the biggest inhibitors of personal growth so we reveal how a coach can help you be comfortably awkward to excel in your career.
October 3, 2016
4 common question & answers when LAUNCHING LIVE CHAT

4 common questions when launching live chat

We've got the 4 of the most common questions (and answers!) when launching live chat into your business helping you to improve the customer experience, lower costs and increase sales.
September 28, 2016
The complete guide to KNOWLEDGE MANAGEMENT SYSTEMS

The complete guide to Knowledge Management Systems

The complete guide to KNOWLEDGE MANAGEMENT SYSTEMS will help explain the benefits of a KMS to improve your call centre efficiency, the customer experience and staff satisfaction! We cover all the common questions and answers about one of the most critical components in a modern call centre.
August 18, 2016
LOOMING DISPUTE OVER ACT EMERGENCY SERVICES CALL CENTRE

Looming dispute over ACT Emergency Services call centre

There is a looming dispute over ACT Emergency Services call centre with plans to replace firefighters with trained call centre professionals to handle emergency calls and the union aren't happy about it claiming only professional firefighters should be taking calls.
July 25, 2016
13 Tips to get you started LIVE CHAT TRAINING TIPS

Live chat training tips for your call centre

Just like on a phone call, a great customer experience is dependent on having professionally trained staff so we share 13 great live chat training tips to get your team up and running to deliver a great service.
July 20, 2016
Three critical rules for business EMOTIONAL FITNESS

Three critical rules for Emotional Fitness

Emotional fitness is an individual’s ability to ‘bounce back’ and adapt to difficult situations. We explain why emotional fitness and resilience are critical for success in your business, especially in a call centre environment.
May 9, 2016
Four call centre games to BOOST PERFORMANCE

4 Call centre games to boost performance

We've got 4 call Centre games to boost performance and engagement in your contact centre that are easy to set up and don't cost a fortune. Great to use in inbound, outbound sales and service.
August 25, 2015
Why we need to STOP PROMOTING THE WRONG PEOPLE

Stop promoting the wrong people!

Its something a lot of call centres are guilty of but there is a reason we need to stop promoting the wrong people - its killing your business. Often the best call centre agent is the one getting a promotion into a team leader role, but they are numerous reasons why that could be the worst choice.
August 24, 2015
Four reasons why you can't neglect ONGOING TRAINING & DEVELOPMENT

Why ongoing training and development is critical for success

Most companies realise an induction program is critical, but ongoing training and development can be even more fundamental for long term success. We share 4 reasons why ongoing training and development needs to be part of your overall training strategy.
August 21, 2015
The way of the future VIRTUAL CALL CENTRE TRAINING

Virtual call centre training: The way of the future

New technologies continue to challenge conventional thinking - we explore an emerging trend of virtual call centre training. With the increasing prevalence of work from home agents the traditional learning and development model will need to change and virtual call centre training offers a new choice.
May 22, 2015
The 5 types of CUSTOMER PERSONAS and how they can influence efficiency

5 Customer Personas to Improve contact centre efficiency

Research has discovered that with the right data and insight, most customers can be linked to 5 customer personas and once you know what they are, you can use this knowledge to refine your call centre training and processes to improve efficiency.
April 14, 2015
Which call centre agent are you A HORSE OR A TANK

Horses or Tanks – which call centre agent are you?

The profile of a good call centre agent is changing fast as digital skills become critical so we ask, horses or tanks - which call agent are you?