Instructional Videos

If you want some great ways to improve your center, focus on your leadership and coaching. Here are some great videos that will help you with many aspects of center leadership.

Why is Floor-Coaching so Important?

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.

On-The-Fly Coaching Introduction

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.

Common Coaching Mistakes & Solutions

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. callcentertrainingsolutions.com

Daily Power Hour

The very best way for call centers to use On-The-Fly Coaching is a daily, effective schedule. Watch the On-The-Fly Coaching Introduction video prior to watching this video lesson.

Accountability on the Center Floor

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.

Coaching to the Majors

Avoid “nit-picking” when coaching. Spend most of your time coaching to Major skills – this video discusses why and provides best practices.

Overcoming Rep Resistance to Coaching

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.

Delivering Strong Pre-Shift Meetings

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.

Coaching Styles: Directive & Facilitative

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.

Quickly Improve a Rep’s Ability & Results

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.