Blog

Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Greg DeVore

CEO of ScreenSteps

Blog Feature

By: Greg DeVore
April 10th, 2021

Investing in new cloud software is hard. You want to be confident that you’ve found the right knowledge base solution, but you don’t know what the future holds for your company. 

Blog Feature

By: Greg DeVore
March 31st, 2021

After searching for innovative solutions, you’ve come across ScreenSteps.

Blog Feature

By: Greg DeVore
March 17th, 2021

Thus far, ScreenSteps has only been in your department, but now your boss wants to explore ScreenSteps for more departments in your company. 

Blog Feature

By: Greg DeVore
March 8th, 2021

You’ve bought a ScreenSteps plan and have been implementing the knowledge base software into your company. And you’ve even seen some results.

Blog Feature

By: Greg DeVore
March 3rd, 2021

Is your knowledge base actually worth the amount of money, time, and effort you put into it?

Blog Feature

By: Greg DeVore
February 12th, 2021

Congratulations! Your company is growing, which means your team is growing. Or maybe there are operation changes happening. Either way, it’s an exciting time at your company.

Blog Feature

Training | Call-Center

By: Greg DeVore
November 17th, 2020

Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues. 

Blog Feature

By: Greg DeVore
October 30th, 2020

We all have to deal with change — especially if you work in a call center! Change can cause chaos, which is often manifested through longer training times, decreased QA scores, increased hold time, etc. But it is possible to build a training program that is resilient to change.  In this recorded web training, we explain how you can create a training program that can handle changes in people (new hires), processes, or location (WFH or on site). Watch the 30-minute video below to learn how, or jump to the section you need with the Table of Contents. Table of Contents: 0:50 – What do your customers want? 1:42 – How can you give customers what they want when you are going through change? 4:54 – Keys to building a resilient plan 5:18 – How do you systematize a call? 6:10 – Zero Memorization 🔎 Related: Save time training with Zero Memorization 9:34 – Step 1: Identify and systematize your calls (with an example) 17:22 – Step 2: Turn those systems into searchable call flows (with an example) 23:03 – Step 3: Train agents to use the call flows 25:22 – Step 4: Iterate, improve, and adapt 29:34 – Build a resilient call center with ScreenSteps

Blog Feature

By: Greg DeVore
September 24th, 2020

Call Centers love metrics. We talk about QA scores, CSAT scores, Average Handle Time, Hold Time, etc., etc. But how much do you know about Time to Proficiency and how it affects your call center? In this article we are going to dive deep into Time to Proficiency. We will answer the following questions: What is Time to Proficiency? How does Time to Proficiency affect the metrics in your call center? How does Time to Proficiency affect the people in your call center? How do you measure Time to Proficiency? What are typical Time to Proficiency’s for call centers? How much does a high Time to Proficiency cost your call center? How can you decrease your Time to Proficiency?

Blog Feature

By: Greg DeVore
September 22nd, 2020

So, you just started a trial of ScreenSteps because someone told you it would be really easy to create guides with screenshots in them. Or maybe you just stumbled across ScreenSteps while you were searching around for a way to speed up the process of creating the help guides you need for your team. And at this point, all you really want is to be able to create a Word or PDF file that you can give to people during training. You don't want to have to deal with publishing a knowledge base or having to send people logins to a new system.