Call Center Training Solutions

Call Center Training Solutions Blog

Floor Management Videos Archive

Quickly Improving a Rep’s Ability and Results

Tuesday, August 4th, 2015

This video introduces a ten-day plan to take even the lowest performers and, through a pinpointed coaching strategy, turn them into productive Reps who can be counted on. (length – 5:32)

You Can’t Coach What You Don’t Hear

Tuesday, July 28th, 2015

If they are not using your coaching recommendations, they have to start before they will become excellent. This video lesson offers easy ways to get your Reps to start using those new sales/service skills – without having to be perfect about. (length – 4:46)

Overcoming Rep Resistance to Coaching

Tuesday, July 28th, 2015

We all have Reps that do not want to change. This video shows you a great way to eliminate a Rep’s common way of resisting your coaching. Once gone, your coaching sessions will go much better. (length – 5:15)

Coaching Styles: Directive And Facilitative

Tuesday, July 21st, 2015

Two vastly different Coaching Styles with Tips to bring out the best of each. This video is 13 minutes long as the subject is comprehensive. It is worth watching if you lead and coach every day. You will learn ways to improve your common Coaching Style by blending in some of the strengths and traits of the other Style. (length – 13:45)

Delivering Strong Pre-Shift Meetings

Tuesday, July 21st, 2015

Are your Pre-Shift Meetings Inspiring or merely Informative? This video lesson introduces easy and effective ways to turn a low-energy Pre-Shift meeting into an inspiring one. (length – 6:17)

Coaching to “The Majors”

Tuesday, July 14th, 2015

Avoid “nit-picking” when coaching. Always spend most of your time coaching to Major skills – this video discusses why and provides best practices. (length – 5:02)

Common Coaching Mistakes And Solutions

Tuesday, July 14th, 2015

This video lesson introduces five common Coaching Mistakes or Inefficiencies. Eliminate any of them and watch your coaching and team performance thrive! Each Coaching Mistake includes our Recommended Solution. (length – 5:32)

Daily “Power Hour” Coaching Strategy Introduction

Tuesday, July 7th, 2015

The very best way for call centers to use On-The-Fly Coaching in a daily, effective schedule. Watch the On-The-Fly Coaching Introduction video prior to watching this video lesson. (length – 5:27)

On-The-Fly Coaching Introduction

Tuesday, July 7th, 2015

This is a highly effective style of floor-coaching, introduced in our Call Center Floor Management program. This video provides specific details about how to employ this unique style of coaching so it generates the best results. (length – 5:42)

Importance Of Floor Coaching

Tuesday, June 30th, 2015

This video discusses the need to coach regularly on the center floor and its tremendous benefits. This is a great place to start this video series. (length – 5:14)