You have identified two personas for your Contact Center: experienced agents and new hires.

To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.

References: https://help.salesforce.com/articleView?id=sf.interface_customize_ui.htm