Axendi Value Academy

Custom training programs for contact centers that grow talent, improve performance, and increase team engagement.

Our approach

Axendi Value Academy is an umbrella for multiple learning paths designed to build key skills in our contact center teams. We focus on helping CX specialists grow, improve performance, and deliver high-quality service.

Our programs are designed to boost development, productivity, and team effectiveness across all levels. We offer training both internally for our active projects and externally for clients seeking tailored support. Each training path is custom-built to meet the specific needs of the client’s team and business goals—ensuring practical impact and measurable results.

Our training programs are built around several core areas, outlined below.

Skills & behavioral assessment

Assessing individual or group competencies through structured tasks and psychometric tests (DISC3 or IP121), based on your existing competency matrix or one developed with our support. Each assessment includes at least two exercises verifying key skills, a detailed report, and a personalized feedback session.

Identifying training and quality needs

Conducting a professional, in-depth audit of training and quality needs, resulting in a report, action plan, and a feedback session. The process is preceded by meetings, interviews, and surveys to ensure an accurate diagnosis and tailored recommendations.

Personalized training programs

Providing tailored training solutions based on target groups and development needs—offering structured programs such as the Leadership Academy or Sales School, along with a wide range of custom soft skills training sessions.

Auditing and supervising training delivery

Evaluating the skills, techniques, and training methods applied by internal or external trainers—carried out by an experienced and certified training expert. This process ensures consistency, improves instructional quality, and supports continuous development within the training team.

Access to experienced practitioners

Training is led by experts with real-world contact center, CX, sales, and leadership experience — not just theory.

Objective skills assessment and development planning

Identify capability gaps and implement learning paths that align with your business goals, performance expectations, and team structure.

Measurable impact on performance and retention

Boost metrics like NPS, AHT, sales conversion, and agent engagement — backed by clear, data-driven results.

Training aligned with your business goals and culture

You get training that speaks your language — tailored to your strategy, values, and way of working. This means faster onboarding, improved performance, stronger team alignment, and customer service that reflects your brand at every touchpoint.

Trusted by

Proven through experience.
Chosen for trust.

Axendi is a partner we fully trust. The team is engaged, highly competent and in our view demonstrates a high level of professionalism. We value their care for people, proactive attitude and ongoing support in helping us achieve our goals. What stands out is the very individual and flexible approach to the changing needs of the client.

Dimitr Kołodyński
CDMO Head of Advocacy & Care

A reliable and proven outsourcing partner enables us to achieve our goals and quality standards in the most efficient way. (…) Axendi supports us in fulfilling our objectives, especially during peak periods of customer engagement.

Anna Chmielewska
Customer Service Section Manager

We value our cooperation with Axendi for its atmosphere of trust, professionalism, and a true partnership approach. The team stands out with its problem-solving creativity, independence, and strong commitment. These are true professionals we can rely on.

Mariusz Pietuszyński
CEO

The Axendi team effectively supports our business – they generate sales leads, successfully implemented a motor insurance claims registration project, and maintain proactive communication with both our team and our dealer network. They’re a partner who truly contributes to our operational success and project growth.

Volvo Team

We value our collaboration with the Axendi team for their high level of flexibility, transparent communication and partnership-driven approach. The relationship is built on mutual understanding, trust and continuous commitment to improving efficiency together, which significantly supports the achievement of our shared goals.

Małgorzata Tkaczyk
Acting Remote Customer Meeting Point Manager, IKEA

We value our cooperation with Axendi for their effectiveness and consistently high service quality. The team operates based on proven processes and deep operational expertise, consistently meeting our expectations and responding quickly to our needs. Every project is handled with great care and precision.

Aneta Sawczuk
Marketing Project Manager

Working with Axendi is a true partnership built on mutual understanding and trust. We particularly value their flexible approach - the team quickly adapts to our changing business needs and actively suggests improvements. When entrusting direct customer contact to an external company, security and confidence that the partner acts as part of our team are crucial. Axendi fully meets these expectations.

Marta Maciejczak
Customer Support Manager

What we value most in working with Axendi team is their flexibility and consistent focus on quality at every stage. They adapt to our evolving needs without compromising standards. Data security is clearly a priority, which strengthens our trust and ensures compliance with internal and industry requirements.

Arkadiusz Bartoszek
Head of Customer Service

Estimate your project

What soft skills training areas do you cover?

We offer personalized soft skills training designed to develop practical competencies that improve performance, elevate service quality, and support employee wellbeing. Our training areas include:

Management & Leadership (team management, influencing, decision-making, managing remote and multigenerational teams, and more)

Sales (needs analysis, offer creation, objection handling, closing techniques, customer conversations, cross-selling, upselling, and more)

Soft skills development (communication, customer service, handling demanding clients, time management, and more)

Wellbeing & mental health (burnout prevention, business coaching, time management, neurodiversity awareness, and more)

What are some examples of personalized training programs you offer?

Leadership Academy

Executive Leadership Academy

Train-the-Trainer School

Sales School

Managerial Skills Training

Let’s GROW – development workshops for agents

What competencies does your team have to provide contact center training?

Axendi is a team of highly qualified practitioners with hands-on experience in leading and training teams across contact center projects in e-commerce, healthcare, banking, and other sectors. Our trainers have worked on the operational frontlines and understand the realities of both agents and team leaders.

All training programs are field-tested within our own organization and tailored to the needs of diverse clients. Our methods are recognized for their effectiveness — including accolades in industry rankings such as the Polish Contact Center Awards. These programs have consistently delivered measurable results, including improved KPIs, reduced employee turnover, and career advancement within client organizations.

How your training programs reflect on the current trends and demographic changes in workspace?

Our training programs are designed with today’s evolving workforce in mind — especially the realities of multigenerational teams. One of our key modules, “Multigenerational Communication – Turning Trends into Reality,” prepares team leaders and managers to navigate the differences between Baby Boomers, Gen X, Millennials, Gen Z, and even the emerging Gen Alpha.

Participants gain practical tools to improve communication and collaboration across age groups. We focus on understanding generational motivations, identifying communication barriers, and applying adaptive communication techniques. Whether working on-site or remotely, leaders learn how to build empathy, adjust their style, and foster engagement in diverse teams — turning demographic complexity into a strength.

Do you train CX professionals in crisis management?

Yes, crisis management is an integral part of our training offer — especially for CX managers, team leaders, and decision-makers responsible for navigating uncertainty and high-pressure situations. Our program equips participants with the skills to assess risks, develop contingency plans, and respond to unexpected challenges calmly and effectively.

Through practical exercises, they learn how to make fast decisions under pressure, communicate clearly with teams and stakeholders during crises, and manage stress to maintain team morale and operational stability. The goal is not only to minimize disruption but also to build long-term resilience in customer-facing teams.

Process

How we work

Understanding your needs

CX challenges mapped. Business goals decoded.

Tailoring CX solutions  

Custom-built strategies aligned to your business DNA.

Onboarding & training  

Train-the-trainer programs for seamless handoff.

Real-time reporting

Transparency delivered through live performance dashboards.

Continuous monitoring

We track, learn, and optimize on the go.

Quality assurance

Rigorous reviews to ensure every touchpoint meets your standards.

Smart scaling

People and tech scaled responsibly — with excellence intact.

Get in touch

Looking for a customized solution or RFP proposal?
Our expert will contact you within 24 hours to discuss your needs.