Contact Centre Courses



Over the past 15 years we’ve worked with a vast number of contact centres based in the UK and beyond to deliver training and learning solutions.

We know that the contact centre is the heart of your business, where all the action happens and where customer satisfaction and business goals should be at the forefront of everyone’s minds.

Between us, our team has gathered best practices from a whole variety of contact centres and has turned that experience into training courses that deliver real results.


Our Courses

Telephone Communication Skills & Customer Care

Sales Through Service

Telephone Selling Skills

Influencing Skills for Contact Centre Planners

Dealing with Difficult Calls

Personal Resilience for Contact Centres

Best Practice in Quality Monitoring

Call Coaching Skills

Omni-Channel Skill Flexibility

Essential Call & Contact Centre Management Skills

Contact Centre Leadership Essentials 

Who we’ve helped

“These training interventions absolutely hit the nail on the head. We have no hesitation in recommending Carolyn and her team at Ember Real Results. We are already planning to work with them again”

“Into January we have seen average talk time decrease by approx 60 seconds which is huge and also across the One Health teams we are seeing consistent handle times of around 5 minutes which is good too. We are going to continue mopping up the remaining people on BALANCE training in Feb/March and also have got weekly optimisation meetings in place to review progress and individual performance to keep the focus on this”.

“We are totally committed to continuously improving the quality of service offering to our Customers. The positive feedback and initial results demonstrates why we are working in partnership with Ember Real Results. Their values, quality and delivery completely support the aims of our Business Strategy and it is leading to a step change in performance.”

Let’s talk!

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