contact center training


Even with the most talented people and up-to-date tools, your contact center will fall flat without the right training. Get the most out of your investment by learning how to develop those people and utilize your tools to the full capacity. We’ll show you the industry trends and best practices successful organizations are using. Whether it’s metrics, reporting, IVR or how to increase agent engagement, we’re here to help turn your contact center into a well-oiled machine. These 4-hour classes can be conducted remotely or onsite.

Program Engagements


Training Topics

Supervisor Training

Your supervisors can make or break your contact center. But the majority of contact center supervisors are often just great agents who got promoted. Without training, these supervisors are ill-equipped to effectively manage metrics, processes and motivate agents. Our supervisor training covers everything thing you need to know to be a dynamic leader and quickly empowers your supervisors to lead their agents to success.

  • Product Training
  • Communication & Morale
  • Hiring Best Practices
  • Maximizing Supervisor Tools
  • Supervisor/Manager Leadership
  • The Importance of Agent Engagement
  • Developing Your Agents
    • Quality Monitoring & Coaching
    • Conducting 1-on-1s
  • The Business of the Contact Center
    • Customer Expectations
    • Industry Trends
    • Organizational Value

Agent Training

Agents are the life blood of your contact center and have the ability to positively increase customer satisfaction and therefore your success as an organization. In this training, we help agents get the most use and understanding out of the products you’re using, as well as developing better communication skills to create unforgettable experiences for your customers.

  • Product Training
  • The Role of the Agent
  • Communication Skills
  • Creating Unforgettable Experiences

Admin Training

The training is designed to help your admin master product knowledge, understand ACD and routing, as well as navigate Big Data and IVR so they can create a dynamic contact center.

  • Product Knowledge & Use
  • Big Data & IVR
  • Creating the Dynamic Contact Center
  • Administering the Contact Center
  • Understanding ACD & Routing
    • Skills Based Routing
    • Multi-media Routing
    • Priorities & More

Metrics & Reporting

Reporting can be a valuable tool for operational improvements. But running the right reports and being able interpret the data correctly is an area where many organizations struggle. We’ll show you industry guidelines and recommend the best metrics for meeting your business goals, train you on how to run the reports, and explain how to interpret the results in ways that lead to actions you can take immediately to improve your operation.

Ready to take your Contact Center to the next level?

More Contact Center Resources