Contact Centre Performance Management Systems: Improving agent development and service quality
The modern contact centre has evolved far beyond measuring call volumes and average handling times. Customer service leaders are expected to deliver consistently high-quality customer experiences while supporting employee wellbeing, improving operational efficiency and responding quickly to changing customer expectations. As hybrid working, AI-assisted customer service and omnichannel engagement become the norm, organisations need greater […]
August 2026 is Training & Development Month on Contact Centre Briefing – Make sure your solutions are part of the story!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in August we’re focusing on Training & Development solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re […]
INDUSTRY SPOTLIGHT: Flexible, scalable training for contact centres
We understand that contact centres and customer service operations value training solutions that are practical, efficient and engaging. At MGI Learning, we provide flexible training designed to fit into busy environments. Delivered through easy to implement Learning Journeys, the training is proven to deliver measurable improvements in employee engagement, customer satisfaction, NPS and operational effectiveness. […]
MGI Learning – Transforming Service, Empowering Teams
At MGI Learning, we partner with organisations worldwide to develop customer-focused cultures that deliver measurable business results. With over 25 years of experience, our training programmes are practical, engaging and easy to implement in busy contact centre environments. Embedding learning for real impact Our training is built around our Mindset, Language & Actions Toolkit, proven to improve […]
TRAINING & DEVELOPMENT MONTH: Top tips for coaching tomorrow’s contact centre leaders
Senior contact centre professionals attending the Contact Centre & Customer Services Summit aren’t just managing KPIs: they’re navigating AI integration, remote workforces, regulatory changes, and heightened customer expectations. To thrive in this environment, organisations must proactively develop the next generation of leaders through structured coaching and development programmes… From Team Leads to Strategic Thinkers Traditionally, […]
TRAINING & DEVELOPMENT MONTH: Moving beyond the script towards soft skills in an age of empathy, AI and escalation
As we regularly discuss, customer expectations are rising as fast as technological change. While artificial intelligence (AI) and automation handle increasingly complex tasks, the human element is more vital than ever, particularly when it comes to empathy, judgment, and de-escalation. For contact centre leaders attending the Summit, the challenge is clear: to train agents not […]
August 2025 is Training & Development Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in August we’re focusing on Training & Development solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re […]
Contact Centre Agent Training: Benefits and Challenges
The importance of comprehensive contact centre agent training cannot be overstated. It is the cornerstone of delivering exceptional customer service and driving business growth. However, implementing effective training programmes presents its own set of challenges. This article explores the key considerations for navigating this critical area while helping contact centres build knowledgeable, confident and high-performing teams. The […]
How to Choose the Best Customer Service Training Providers to Help Agents Excel
In today’s competitive business landscape, the quality of customer service can set companies apart. For contact centres in the UK, finding the right customer service training providers is critical to equip staff with the skills they need to excel. The right training partner can improve agent capability, strengthen quality management and support long-term customer experience goals. Here’s […]
EBOOK DOWNLOAD: Unlocking the potential of your #1 asset – Your people
By Sabio Group Are you in danger of leaving your people behind? Despite the upheaval caused by Covid-19, the annual rate of attrition among UK contact centre advisors remained at around 15% to 20% in 2020. However, we are now starting to see a crisis in the industry, with attrition rates soaring. With the estimated […]