Many people associate contact centers primarily with sales calls or telemarketing, but their role extends far beyond that. Contact centers provide essential customer support, technical assistance, and a range of services critical to maintaining customer satisfaction. The quality of service depends heavily on thorough training—well-prepared agents make the difference between retaining customers and losing them. This workshop focuses on equipping participants with the skills to engage management in training efforts, leverage peer coaching, practice good manners, build strong connections with callers, and effectively handle challenging customer interactions.