Free E-Book from The Call Center School

Agents at Home: How to Start Your Online Training Program

With more at-home agents today, how do you take your in-person training online? What is the best way to train your remote team? As a trainer or learning and development professional, you may have more questions than answers.

The Call Center School has created an e-book to help you adapt. In this free e-book, you’ll learn:

  • The importance of customer service training
  • Formats and ways to train your remote team
  • Technologies that help you move your training online
  • The easiest, cost-effective way to move your curriculum online

Here is an excerpt from this exciting e-book:

What is the best way to train your remote team?

Whether you’re training new employees or existing ones, it is important to determine what type of remote training is best for you. Here is some guidance:

Training Formats Learning Objective(s) Helpful Technologies
  • Self-paced e-learning
  • Virtual classroom
  • Recorded videos
  • Reading
  • Facts
  • Concepts
  • Processes
  • Procedures
  • Principles
  • Best Practices
  • Tactics
  • Product training
  • Customer knowledge
  • Video recording software
  • Learning management system
  • Live video conference or webinar
  • Call or contact simulations
  • Monitored and recorded sessions
  • Live feedback
  • Soft skills
  • Attitude or demeanor
  • Scripts
  • Call or screen recording
  • Call or screen monitoring software
  • Conversation intelligence software
  • Shadowing and customer listening
  • One-on-one coaching and mentoring
  • Sales, product, service or technology skills
  • Brand voice
  • Practice and performance
  • Silent monitoring
  • Video conferencing
  • Live feedback
  • One-on-one coaching or mentoring
  • Customer engagement
  • Complex customer problems
  • De-escalation
  • Troubleshooting
  • Team messaging tools (like Slack)
  • Whisper coaching
  • Visual assistance software
  • Electronic performance support systems (EPSS) or agent guidance software

Get your free e-book now at