Call Center Training Solutions

Call Center Training Solutions Blog

Floor Management Videos Archive

Accountability On The Center Floor

Tuesday, June 30th, 2015

Supervisors have Accountability. This lesson offers techniques to transfer the feeling of Accountability to the Rep level. When Reps have Accountability, you get long-term sustainability of all your coaching and improvement recommendations. (length – 4:34)

How to Effectively Transition to a Service-To-Sales Environment

Monday, April 4th, 2011

Are you moving from a service-only environment to a service-to-sales environment? They are worlds apart. Watch the video to learn effective ways to get this done quickly and effectively. Many, if not most, of these initiatives fail or fall far short of the sales goals. You will have to assess a number of key factors to guarantee success. The video will share some of these critical areas so you can plan ahead and maximize this transition to its fullest.

How to Build an Effective Floor-Coaching Strategy and Schedule for Your Supervisors

Monday, April 4th, 2011

Are your supervisors trying to provide more proactive floor-coaching, but they cannot seem to get there due to other responsibilities? Check out our proven solution. This video describes how to implement and maintain an effective floor-coaching strategy and schedule. Using this system, your supervisors can get more quality coaching done in one hour per day than in three or four hours of other types of coaching. Once implemented, you can expect an immediate increase in quality coaching and, therefore, higher sales.