EMPLOYEE EXPERIENCE

Contact Center
Training and Hiring

Our award-winning contact center training programs
will help you optimize every step of the associate
lifecycle with digital and blended learning solutions.

EMPLOYEE EXPERIENCE

Contact Center
Training and Hiring

Our award-winning contact center training programs
will help you optimize every step of the associate
lifecycle with digital and blended learning solutions.

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

18

point increase in NPS (Net Promoter Score)

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

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.

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

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

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

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

Learn more about our contact center outsourcing services.

Digital Learning Course Catalogue

We design digital courses that support employee development and engagement goals. The digital content embedded in each of our learning series is modular, engaging, immersive, and captivating. Our course catalogue outlines the different learning series available to our clients. With over 200 courses across contact center training, technology, professional, and management topics, our courses provide an effective training and learning opportunity for you and your team.

View digital learning course catalogue

Request a custom training curriculum