Having been a trainer of agents, supervisors and even managers of large centers, the one thing I always did from the outset of a training session was to inject some fun. Over my career I have been on countless courses myself and, like any learning, if it’s fun, you will learn more. Every training session should contain an element of fun – games as I call them. One very successful approach I used included rewards, which could be traded or gambled. It’s surprising how through a well-planned game, you can get even the most stubborn, know-it-all, loudmouth, shy, etc. members of the team to participate and enjoy the training. If your training is dull and boring spend some time and develop some games.