High-performing Contact Centres are powered by more than advanced technology. They rely on skilled, motivated employees who can navigate complex systems with ease, deliver fast resolutions, and create exceptional customer experiences.
Contact Centre Training
Tailored to Your Needs
Our training courses and enablement programmes equip your teams with the skills to deliver outstanding customer experiences while ensuring you maximise the return on your Contact Centre investments.
Custom Courses Aligned to Your Goals
Every Contact Centre is unique, and your training should be too.
We take a consultative approach to training and enablement, working in partnership with you to design tailored programmes that support your specific business objectives. With IPI, training is never one-size-fits-all.
Flexible Learning Designed Around Your Team
Choose how and when training is delivered. Many of our clients select blended programmes combining in-person and e-learning, while others opt for targeted one-off courses or comprehensive development plans.
Whatever your needs, our experts deliver training that fits seamlessly into your operation.
A Range of Role-Based Modules
Whether you require training for your frontline agents, supervisors, or in-house trainers, our role-specific training modules give your people the skills they need to excel. Our comprehensive range of topics includes:
- Contact and Interaction Handling
- Contact Management
- Management Information
- Workforce Management
- Quality Management
With IPI, your whole team gains the knowledge required to deliver exceptional service.
Expert Trainers With Vendor Certification
Our trainers bring real-world Contact Centre experience, combined with a deep expertise in both on-premise and cloud technologies. Certified by leading vendors such as Genesys, Avaya, ElasticCX, and Verint, they ensure your chosen platform is fully optimised to support your processes and business goals.
Ongoing Support for Continuous Improvement
Training doesn’t stop at ‘go-live’. Our programmes support you through every stage of Contact Centre evolution, from new solution & feature rollouts to refresher sessions that reinforce existing knowledge and maximise future operational potential.
Metric-Driven Training & Enablement
Our Contact Centre training & enablement helps you deliver tangible, measurable business outcomes.
Whether reducing the onboarding time of new employees or technology, improving productivity, increasing feature adoption, or driving better customer and employee feedback, we help you measure and demonstrate the benefits of your training strategy.
We then use these insights to refine your programme continuously, ensuring it always delivers maximum impact.
Contact us to find out more
What Our Clients Say
“IPI took the time to understand clearly what we wanted to achieve from this project and they delivered. From their extensive knowledge of the market, through to the training and management of the migration, we have been impressed, with our entire organisation feeling the benefits of moving to the cloud. Agents are saving valuable time through the efficiencies inherent in Genesys Cloud, allowing them to spend longer with our customers. IT administrators are able to do their job more easily with greater visibility into the customer service platform. Overall, our team is happy, which for us is validation that we made the right decision to transition to the cloud and that IPI was the right partner to get us there.”
Mark Sayer
EMIS
“As a utility company, we know our customers sometimes need information quickly, so don’t want to be on hold with a call centre or have to search through pages of information for the answers they need. The chatbot solves this, providing quick and easy access to information and improving our customers’ experience with our brand. IPI has made this transition easy for us. Its team of dedicated consultants worked collaboratively with our team, finding creative solutions to problems and making sure that the chatbot both reflected our brand and met the needs of our customers. We are delighted with the results to date and are excited about continuing our digital transformation journey with IPI.”
Orla McGivern
Customer and Insights Senior Manager at Northern Ireland Water
“The sales process was smooth but the best part for us has been that the account team have been extremely helpful, supportive and knowledgeable as we navigate the new system. It is clear that IPI take their customers very seriously and don’t just bring in the A-team for the sale…”
Jonathan Evans
Technology Transformation Manager at Hodge Bank
“Ensuring that our back-end infrastructure is geared up to support our customer base is absolutely critical to the continued success of our company. IPI provided us with confidence that our systems would be effectively supported and would continue to deliver the service our customers expect from our brand.”
Rashpal Degun
Communications Manager at DialAFlight
“IPI has been more than a supplier to us – they are a valued partner that will continue to help us meet our goals over the years to come. IPI’s knowledge and expertise around contact centres is unrivalled in the industry, and they both understand the challenges we face daily but also the solutions and services that enable companies like ours to succeed. We look forward to working in partnership with them in the years ahead.”
Paul Kenyon
Connect Services Manager (Data & Voice)
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Upcoming Event
1st October, 2025
AI: The Next Evolution of Heroism is an immersive, one-day event. Through live demos, expert discussions, and real-world stories, you’ll discover how to lead AI transformation from the inside out.
