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 […]
TRAINING & DEVELOPMENT MONTH: The challenges and benefits of agent training
The importance of comprehensive contact centre staff training cannot be overstated. It’s the cornerstone of delivering exceptional customer service and driving business growth. However, implementing effective training programs presents its own set of challenges. This article explores the key considerations for navigating this critical area… The Benefits of Effective Contact Centre Training The Challenges of Contact Centre Training […]
How to choose a training partner for your contact centre
In today’s ultra-competitive business landscape, the quality of customer service can set companies apart. For contact centres in the UK, finding the right training partner is critical to equip staff with the skills they need to excel. Here’s a primer on the vital considerations to ensure your chosen partner aligns with your centre’s objectives… Specialisation […]
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 […]
Do you specialise in Training & Development for Contact Centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in August we’re focussing on Training & Development. 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 a supplier of Training […]
Do you provide Agent Coaching & Monitoring solutions? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in January we’re focussing on Agent Coaching & Monitoring 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 a supplier […]