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In a recent webinar, Georgia Harbison (Cognexo) and Neville Doughty (CCP) unpacked six major friction points slowing contact centres down — from agent learning and engagement to compliance and AI.
Contact centres have a paradox at their core: they are among the most dynamic environments in customer experience, yet the way agents are trained often belongs to a bygone era. Training is typically front-loaded across days or even weeks, after which agents are sent into live conversations with the hope that everything they've learned will somehow stick.
"The truth is, the traditional model of front-loading training and hoping it's remembered weeks later just doesn't work anymore." — Georgia Harbison
The result? RoT (Return on Time) is one of the most frustratingly low-performing metrics in the industry.
Most contact centres still rely on a model that delivers 80% of training before an agent takes their first call. Studies show that within just 30 days, agents forget nearly 80% of what they've been taught.
"Onboarding can feel totally disconnected from what actually happens when the headset goes on." — Neville Doughty, CCP
When real-world complexity kicks in — customer emotions, technical issues, system friction — agents are left trying to recall information from training that's long evaporated. This leads to: long call handling times, inconsistent performance, low confidence and high early attrition. Many contact centres also fall into the trap of one-size-fits-all training, putting agents through sessions they may not even need, wasting time, creating frustration and demotivating high performers.
Cognexo takes a smarter route by using individual performance insights from day one to identify where each agent is actually struggling, so learning is focused and relevant.
Without recall, contact centres see: hesitation and second-guessing on live calls; higher call escalations and lower CSAT; slow onboarding with faster attrition; wasted hours on retraining, shadowing and support tickets; missed opportunities to build a high-performing, confident team.
Cognexo's model: bite-sized learning taking less than two minutes per day, using spaced repetition and targeted reinforcement — learning that complements rather than interrupts the work day.
"We focus on knowledge reinforcement, not just knowledge delivery. Cognexo helps agents recall information — not search for it — so there's no time lost navigating systems." — Georgia Harbison
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Traditional Training
Cognexo Approach
"We're not in the business of replacing humans. We focus on augmenting performance, not automating people out of the picture." — Georgia Harbison
"You can run the best classroom training, but the moment an agent gets a real customer with a real problem, the context changes and the anxiety kicks in." — Georgia Harbison
Today's agents don't need more slides. They need smart, in-the-moment support that builds confidence where it counts: live on the floor, not lost in a classroom. With the right tools, even two minutes a day can transform performance, retention and outcomes.
