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Contact Center Training Programs

Our contact center consulting team will help you optimize every step of the associate lifecycle with digital and blended learning solutions.

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Improve contact center operations

Effective contact center associate training can mean the difference between creating customer loyalty and losing business. That is why our consultants utilize contact center training best practices, such as AI-simulated training,  to ensure your associates are equipped with the customer experience and soft skills needed to drive meaningful customer interactions. Our award-winning contact center training programs will also help you turn your associates into top performers and improve business processes. Our clients see improved first call resolution, lower average handle times, and increased customer satisfaction and quality assurance scores. We will also evaluate your current agent training and contact center operations to find opportunities for digital transformation and optimization. For example, improve associate speed-to-proficiency and reduce costs with workforce management and real-time AI-powered knowledge management systems.

 

Increase customer satisfaction while also saving time and money with effective contact center training courses

 
75%

increase in speed-to-proficiency

57%

decrease in on-boarding time

 
11%

increase in first call resolution

15%

improvement in customer satisfaction

 

Create engaging learning experiences with our contact center training best practices

We design, build and implement contact center management and call center training programs to optimize every step of the associate lifecycle, dramatically improving the skills of associates and center performance
call center agent training programs that reduce onboarding time
Onboarding

Initial training curriculum to help reduce onboarding and nesting time. Our fast-paced, engaging, and relevant onboarding solutions increase knowledge retention and call center agent performance through infused social learning processes.

Our call center training programs provide self-paced, personalized learning
Development

Improve employee engagement and job performance with self-paced, personalized learning journeys. Available on demand from any device, our contact center training is aligned to personal and business goals.

 
Knowledge management to help contact center agents extend their learning in real-time
Knowledge

Eliminate knowledge gaps and improve industry experience with our knowledge management solutions. Provide a single source of truth for all content your associates need to meet customer expectations and excel.

AI powered learning to provide immersive learning environments
AI-powered

Artificial Intelligence (AI) learning solutions that provide role playing scenarios and immediate coaching. And knowledge solutions with AI-powered search and analytics to continuously improve the platform and processes.

 
Our contact center training programs are award winning, including Best Training and Development Program, Best Unique or Innovative Learning Program, Best Culture of Learning, and Best Employee Training Program.

Learn more about our training program awards

 

Skill-based training for
contact center associates

call center training programs for managers
Manager
  • People management
  • Business management
  • Internal relationship management
  • Client relationship management
  • Business communication
  • Change management
  • Financial management
call center training programs for supervisors
Supervisor
  • Coaching skills
  • Interpersonal skills
  • Prioritization
  • Workload management
  • Time management
  • Relationship building
  • Conflict management
  • Team building
call center training programs for trainers
Trainer
  • Facilitation skills
  • Coaching skills
  • Feedback skills
  • Classroom management
  • Knowledge transfer
  • Subject comprehension
  • Technical skills
  • Performance management
Ready-to-go and tailored
contact center offerings
 

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