Dear Anonymous,
A lot of ideas are being shared, along with a few methods. The important aspects I found in the post were Training Needs Analysis and Training Content Development. Don't worry if you are not from the training department; however, you need to develop creative thinking if that is lacking. In my opinion, the best way to analyze training needs is to ask employees about the difficulties they face. Some may express it, while others may not. You could also inquire how they handle an irate customer, considering you work in a customer relationship center. Training on soft skills might be a top priority. You require practical tools in the form of training content. Once identified, this site offers many interesting presentations, or you can search on Google. Drawing parallels from your experience in other departments, you can assist them and stimulate their thinking. If you aim to be an outstanding trainer, focus on helping them learn rather than just teaching, by ensuring their active participation. During training, ask for their views on the theme of the slides without revealing them. Guide the session and summarize the discussion, which should then be displayed on the slide. Repeat this process for all slides. Additional procedures and tips can be found in previous posts.
All the best.