You have a big implementation coming up and you have a lot of pressure to get it right.
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.
After searching for innovative solutions, you’ve come across ScreenSteps.
Thus far, ScreenSteps has only been in your department, but now your boss wants to explore ScreenSteps for more departments in your company.
You’ve bought a ScreenSteps plan and have been implementing the knowledge base software into your company. And you’ve even seen some results.
Is your knowledge base actually worth the amount of money, time, and effort you put into it?
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.
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
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?