Here is an article by Mike Aoki for our call center trainers with tips on using flip charts.

Pre-write your notes on the flip chart page in faint pencil so you can refer to them as you present. (Your participants will not be able to see your writing, but you will.) Test your markers in advance.

1. Pre-write your notes on the flip chart page in faint pencil so you can refer to them as you present. (Your participants will not be able to see your writing, but you will.)
2. Test your markers in advance. Better yet, travel with your own markers.
3. Use dark-colored markers. The contrast between dark ink and paper will make your writing easier to read.
4. Print in large letters so people can easily see your words. Use a mix of capital and lower case letters.
5. Remember the KILL principle: Keep It Large and Legible
6. Use no more than 5 words across or 5 lines down the page.
7. Use two flip charts to display contrasting ideas or “pros and cons”
8. Write only on the upper two-thirds of the page (it is difficult to see the bottom third from the back of the room.)
9. Ask for a volunteer to write for you so you can focus on the participants. But, be sure to help the volunteer interpret what is being said and help them edit the participant’s responses.
10. The most important tip: “Touch, Turn and Talk.” Have you ever seen anyone read from his or her flip chart while talking? All you see is the back of their head while they block your view of the page. Instead, stand beside the flip chart, TOUCH the bullet point you are about to discuss, then TURN and face the audience (so they can see you clearly) and lastly, TALK. If you remember to “touch, turn and then talk,” you will always be facing the audience while you are speaking.

Use these 10 quick tips for using flip charts to make your next presentation a success!

© Reflective Keynotes Inc., Toronto, Canada

Mike Aoki is a trainer and motivational speaker with 20 years of experience in the telecom industry. For more free tips on public speaking, sales and call center techniques, visit http://www.reflectivekeynotes.com/articles.htm

Mike Aoki wrote this article awhile back but his tips on getting participation during presentations are right up to date.

Boy, did I look stupid! I was facilitating my first sales training class back in 1994. The course had 30 minutes earmarked for a group discussion. So I asked, “Does anybody have a question?”

You could hear a pin drop. The room was silent except for the rapid beating of my heart. So I asked, “What’s your best technique for selling accessories?” That generated a dozen answers. We soon had an enthusiastic discussion about sales techniques.

By asking better questions, I was able to generate a great group discussion.
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Want to improve your call center’s sales results? Here are the 12 best practices of high selling call centers

Clearly communicate sales targets:

• Set expectations: Communicate sales objectives on a daily basis so your Agents know exactly what is expected of them.
• Provide feedback: Post daily sales results at each Agent’s desk or on-line so they know how they are performing versus expectations.
• Spot trends: Analyze results per Agent and, per product, to determine trends. Use these trends to coach your team to higher performance.

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As the number of call center employees working remotely increases, so does the need to effectively manage remotely. Here is an article by Nancy Settle-Murphy that we hope you find useful.

Just because someone works virtually doesn’t mean that person really has what it takes to collaborate successfully. In fact, many who work remotely are poorly-suited to make the connections they really need to thrive.

In this article, we look at characteristics that make for a successful virtual collaborator, and those that may cause big problems for many remote workers.

We recognize that some jobs don’t require a great deal of real collaboration to get work done, and that other jobs can be performed competently by the “lone wolf” who remains detached from colleagues. Here we focus on qualities that are especially important for those who rely on successful collaboration to shine.

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Technology is a powerful tool that will continue to affect the working environment. The ability to stay connected no matter where the employee is located, allows companies to be more flexible with their business decisions and with employees.

Most companies still operate from a physical space though they are using technology and incorporating a virtual employee model into their business. Why would companies promote virtual employees?

They can have access to talent that don’t want to move, can create a national sales presence with minimum overhead costs, or a benefit they offer to high performing employees. Whatever the business reason, virtual employees are multiplying in work environments.

As a manager, you already been faced with challenges in managing your staff and the workflow of your unit. What happens when you are not able to physically see what an employee is doing….how do you manage them?

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For employees, working from home allows them to save from the expenses incurred commuting to and from the office. It also gives them an opportunity to spend more time with their families, as in the case of WAHM (work at home mom), and reduce work-related stress.

Developing a work-at-home policy: A guide for HR managers

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This may be the reason why many of these organizations are reluctant to engage in such field of endeavor. While manifesting hesitancy, they are, however, just allowing this view to hold them back from reaping the bountiful benefits offered by a virtual business.

Are you confident that your virtual employees are as productive as those that you physically encounter working at their desks? Do your wonder if remote workers are less productive because of the lack of physical supervision? Each of us may have different views, but one thing is certain, the above questions are not the questions we should be asking.

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While Rick Johnson wrote this article a while ago, it still has many interesting points on training. As a call center manager; what do you think?

Most company executives decide to spend money on training because it is popular, especially when economic times are good. There is a view that it is “good” and it is also something that responsible leaders are supposed to do to prepare for the future. However, just spending money on training isn’t the only answer.

Training alone will not produce the kind of results that training combined with coaching and mentoring can produce. Training can increase specific skill sets but education, coaching and mentoring is necessary for complete employee development which incorporates leadership into the equation.

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The following article by M James helps explain what you need to know about training and development in the workplace.

In the current economic climate we find ourselves in, many businesses will be looking carefully at their HR budget. With businesses needing to tighten their belts, one of the areas which may be considered dispensable is training and development.

This article demonstrates that while many organisations may be asking the question, can we afford to spend on training and development, a more pertinent question would be, can we afford NOT to spend on training and development?

As we know, the workplace is a dynamic, fluid environment. On-the-job training and development needs may change with each new order, purchase or sale. Therefore, it is vital that your organisation is both pro-active and reactive to changing circumstances with in-house training and development.

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The need to engage employees is critical to achieve the employee interaction and commitment required to drive your business success and compete in today’s marketplace.

That, in turn can go a long way toward building customer satisfaction, customer loyalty and company profits.

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