Empower your team. Build long-term success.

Unlock your team’s potential with targeted product training that drives results. Puzzel Academy provides the knowledge, skills and support all your team to excel in their roles – boosting motivation and performance for long-term success.

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Training for tomorrow's customer needs.

Your agents are more than problem solvers–they need to be experts in products, software, and communication. Investing in their training and development is not just beneficial – it’s essential for sustainable success. At Puzzel Academy, we empower teams and organisations to deliver exceptional customer experiences through real-world exercises, interactive learning, and expert guidance, ensuring they build the skills and confidence they need to be long-term ambassadors for your organisation.

Reduce agent burnout

Training boosts morale, enhances skills, and reduces the need for constant supervision, helping lower burnout rates. With ongoing support and a positive environment, agents stay motivated and engaged, driving long-term success.

Increase customer satisfaction

Well-trained agents resolve issues faster and more efficiently, delivering high-quality service that meets customer expectations. Happy, confident agents lead to loyal, satisfied customers.

Boost operational efficiency

Effective training delivers measurable gains. From streamlining onboarding to reducing support tickets, a well-trained team boosts sales, improves NPS scores, and saves resources by minimising time lost to poor adoption.

Puzzel Academy LMS

Training never stops.

The Puzzel Academy LMS is our online learning management system, designed for busy contact centres. Packed with interactive courses, videos, and downloadable resources, it allows your team to learn at their own pace, from any device. Managers can track progress, identify skill gaps, and personalise learning paths, creating a seamless training experience that drives performance. Each learning path offers different levels or belts to support progress and gamification.

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Continuous Learning

Become a CX master.

Discover a variety of training sessions tailored for agents, supervisors and managers, covering all Puzzel products and services. Our blended learning approach is complemented by a comprehensive post-course adoption pack, featuring videos, cheat sheets, handouts, and worksheets for enhanced retention and application. We also offer organisations Training as a Service; with unlimited training for a monthly subscription. With three packages available we support learners ongoing product training allowing you to manage your budget, reducing initial outlays and offering a continuous learning experience.

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LESS Training – Our Empathetic Soft Skills Training Suite

Empathy for enhanced customer support.

Our training equips contact centre agents with essential skills to recognise, understand, and manage emotions effectively when interacting with customers. Through theoretical and practical exercises, your agents can learn how to regulate their emotions and empathise with customers to enhance the quality-of-service delivery. We have plenty of available trainings and courses for soft skills, including Emotional Intelligence, Engaged Listening, Support for Vulnerable Customers, and Stress Reduction Techniques.

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Meet our team.

Our seasoned trainers bring extensive hands-on experience and industry insights to every session. With a wealth of product knowledge and training experience, our trainers are dedicated to equipping your team with the skills and competencies needed to excel in their respective fields. Whether you're just starting out or are an experienced professional, you can trust our trainers to provide top-notch guidance and support throughout your learning journey.

Anders Sonefors

Client Success Trainer

Scott Mayran

Director of Customer Adoption

Tim Jones

Client Success Trainer

Berit Thestrup

Customer Adoption Consultant

Adele Rogers

Customer Adoption Consultant

Ready to empower your team?

Join us at Puzzel Academy and transform customer experience training into a growth journey.

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Visit Puzzel Academy

Why is training in the contact centre important?

Training in the contact centre is crucial for ensuring that staff possess the necessary skills and knowledge to handle customer inquiries effectively. It equips agents with the tools and techniques required to provide exceptional customer service, resolve issues efficiently, and maintain professionalism in all interactions.

What are the benefits of training in the contact centre?

The benefits of training in the contact centre are manifold. Firstly, it enhances employee competence and confidence, leading to improved customer satisfaction and loyalty. Secondly, it reduces average handling times and escalations, thereby boosting operational efficiency and productivity. Additionally, well-trained agents are better equipped to handle complex queries and upsell or cross-sell products and services, ultimately driving revenue and profitability for the business.

What training courses does Puzzel offer?

Puzzel offers a comprehensive range of training courses designed to cater to the diverse needs of contact centre professionals. These courses cover various aspects of customer service, communication skills, and product knowledge. Whether it's basic onboarding training for new hires or advanced certification programs for experienced agents, Puzzel provides tailored training solutions to help contact centres optimise their performance and deliver exceptional customer experiences.

Empower your team. Build long-term success.

Training for tomorrow's customer needs.