Driving permits, trips abroad, and skydiving are at their best the first time they're experienced. On the other hand, like wine, accepting customer contacts gets better with age. Especially for first-time contact center agents, speaking with that first customer can be a nerve wracking experience. Uncertainty isn't only a problem for the agent. As trainers and coaches, we want our new colleagues to have the necessary confidence and knowledge to successfully help our customers along their journey.