Training and Development

Ten tips to improve listening skills
Need to improve your listening skills within the call centre? Christine Knott of Beyond the Box provides us with her top tips.... go here>


Tips on training your team without a budget
There is no escaping the reality that the recession has led to budget cuts. The vast majority of businesses are looking to cut overheads, and one of the first things to go are those expenditures which appear to be ‘nice to have’. Training is essential for driving capability, motivation, team working and generation of ideas. So how do you achieve this with no money to spend? go here>


How to improve empathy in a call centre
What can call centre managers do to improve agent empathy skills? The capacity to know emotionally what another is experiencing from within the frame of reference of that other person, the capacity to sample the feelings of another or to put oneself in another’s shoes. go here>

Dealing with angry customers
It happens on a regular basis! Angry customers are expressing their frustrations by aiming their complaints at staff members. If this happens to you, then don’t despair. You are not the first to be concerned by raised voices and maybe even a threat of violent behaviour. Stay calm and devise a plan to face such situations... go here>


How to design a contact centre training program
This article talks about four main points to ensure your trainees are engaged during the training and not switching off due to boredom. The key is around understanding learning styles and getting creative. go here>


Business writing
Gone are the days of very structured stuffy letters, it’s now about engaging your customers through your written communications. Here are some tips on good business writing communications. go here>


Four universal motivators
Research has shown that there are four universal motivators that stand out: self-esteem, relatedness (the need to feel connected to other people), autonomy and competence. To read more about these four motivators and to help you manage and motivate staff daily, follow this link. go here>


Improve your training department
Are you happy with the level of training or what your training department is producing every year? An important part of the contact centre's success starts with the effectiveness of the training. Is your training linked to objectives and the vision of your centre? We have found a link that helps you do a review with an easy six step process to get you thinking about what is working well and what isn’t.  go here>


Team Building games
Are you looking for a resource that gives you unlimited team building games? If so, this link delivers all that. It includes team building game ideas, exercises and activities for employee motivation, training and development. go here>