NICE CXone offers you this free series of professionally developed call center training courses designed to help you improve call center performance and deliver better customer experiences. These invaluable call center training modules are organized under three important themes: Improving Team Skills, Operations, and Strategy. Skill improvement courseware is intended for customer-facing employees; operations courses are designed for managers; and strategy workshops are built for leaders.
Improve Team Skills
Being responsive to customers

Customers feel more valued when you listen to them. This course will help your teams create a more satisfying customer experience by helping them understand how to respond appropriately to what customers say (either verbally or in writing) and to learn how to respond to customer concerns with greater understanding. Target audience: Front-line agents working with customers. Call center training module length: 60 minutes.

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being responsive to customers
Empathy mapping

Empathy “fuels connection” and helps create loyalty. This course teaches teams how to develop customer empathy in order to understand customers in their journey. Participants will learn how to create an empathy map, based on persona and use case, which documents the steps needed to achieve a desired resolution. Target audience: Managers, agents, or any employee who is concerned with the customer experience. Call center training module length: 60 minutes.

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empathy mapping
Building resilience

Resilience is the ability to adapt to difficult situations. The purpose of this workshop is to help participants understand what resilience is, why it is important, and how to be more adaptable. While resilience is not the same thing as stress, managing stress can contribute to higher resilience, which is a skill that can be developed. Target audience: Front-line agents working with customers, but with slight modification can be appropriate for any level. Call center training module length: 60 minutes.

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building resilience
Coaching conversations

This course will help managers have more effective coaching conversations by learning principles that will lead to better conversations leading to improved team member performance. Target audience: Supervisors of front-line agents but with slight modification can be appropriate for any level. Call center training module length: 60 minutes.

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coaching conversations
Improve Operations
Onboarding new employees

Looking for ideas on how to make new employees more productive? This course teaches managers how to achieve more effective employee onboarding by discussing and demonstrating new skills now required to engage on-site and work-from-home employees. Target audience: Managers and supervisors. Call center training module length: 60 minutes.

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onboarding new employees
Managing remotely

Motivating remote employees can be a challenge. This course will help managers of remote employees learn and effectively use new techniques now needed to coach, supervise, and mentor remote employees. Target audience: Managers and supervisors. Call center training module length: 60 minutes.

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managing remotely
Big picture quality

Quality monitoring is performed to help build more proficient teams—one agent at a time. This course will share how to use readily available tools to identify quality improvements to processes, procedures, training, and technology, and to spot problems and remediate issues early. Target audience: Contact center managers, supervisors, and quality analysts. Call center training module length: 60 minutes.

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quality and the big picture
Training remotely

Effective remote learning is now more important than ever before. Trainers and supervisors require new skills to help them capture and retain a learner’s attention when teaching remotely—and for learners to learn how to recall and practice the instruction. Audience: Trainers and supervisors. Call center training module length: 60 minutes.

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training remotely
Creating digital customer experiences

Want to improve your digital interactions? This session will help contact center leaders improve digital interactions by teaching them how to evaluate and implement digital technologies and deliver effective digital interactions that delight customers. Target audience: Contact center managers. Call center training module length: 75 minutes.

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creating digital customer experiences
Improve Strategy
Contact center transformation: Stakeholder kickoff

This session will help cross-functional leaders align on digital transformation change by teaching stakeholders how to create a shared vision and strategy which leads to awareness, acceptance, and advocacy across the entire organization. Target audience: Contact center stakeholders including leaders from various parts of the customer journey and IT. Call center training module length: 75 minutes.

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contact center transformation
Demo Videos

How CXone Empowers Contact Center Agents

Contact center agents using NICE CXone become productive faster and are more satisfied with their job. CXone reduces training time and improves agent retention by providing all the tools agents need to productively handle ACD-routed interactions regardless of channel (email, IVR, SMS/text). Watch the video to learn how agents using CXone can streamline and personalize true omnichannel interactions to increase CSAT while the CXone MAX Agent interface boosts performance with integrated reporting, dashboards and workforce management.  

Demo Videos

Give your managers more streamlined control

With unified administration, you’ve got more control and a simpler way to manage your contact center.

Demo Videos

How CXone Empowers CX Directors (Video) | Call Center Software

Customer Service Directors make smarter business decisions with actionable, analytics-based insights from NICE CXone call center software. Watch the video to learn how CXone makes it easier to meet or even exceed business KPIs and metrics, raise the bar on quality management and helps reduce labor cost by optimizing staffing, lowering incoming contact volume and automating routine interactions.