Employee/Customer Onboarding, Training and Enablement

Greg DeVore

Greg DeVore
CEO of ScreenSteps

Recent Posts

How does Confluence compare with ScreenSteps for use as a training knowledge base?

Greg DeVore - Aug 6, 2020 2:05:00 PM

So, you've decided that you need to move your training docs to an online knowledge base or wiki. You've heard of both Confluence and ScreenSteps but aren't sure what the real differences are and which one you should choose. In this article, I will try to highlight the differences between the two platforms and how effective they will be as a training and performance support platform in your business.

Why should you listen to me on this subject? I have been working in the knowledge management industry since 2003 and have talked with many people who are thrilled with or frustrated with both Confluence and ScreenSteps, so I can point out what people love and hate about each platform. Now, please be aware that I work for ScreenSteps, but I am going to do my best to give you an honest comparison of the two platforms for the specific purpose of training and supporting your employees. If your use case is different, then this article may not be that useful to you. My ultimate goal is to help you make the right decision on a knowledge management and training platform for your business.

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Is ScreenSteps an alternative to WalkMe in my call center?

Greg DeVore - Aug 4, 2020 1:53:02 PM

Are you considering WalkMe for your call center? It looks promising. The feature looks fantastic, but you are a little taken aback by the price? WalkMe comes with a hefty price tag, so you want to make sure you are making the right choice before you invest that much money.

And so you have started looking for other options and that is how you ended up here. In this short article I am going to point out some key differences between WalkMe and ScreenSteps and how both can benefit your call center. I'm the CEO of ScreenSteps and have been asked this question a lot of times since ScreenSteps often gets considered along with WalkMe. I'm going to do my best to answer your question impartially, but obviously I have a bias towards ScreenSteps.

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Should I replace my Sharepoint Knowledge Base with ScreenSteps?

Greg DeVore - Jul 31, 2020 9:17:07 AM

We talk to a lot of people who are currently using SharePoint in their organization for their knowledge base management - but they aren't quite getting the results they would like. The typical things we hear are:

  1. No one uses the knowledge base
  2. When employees search SharePoint they can't find the information they need
  3. A lot of information in SharePoint is outdated and it is hard to keep it up to date
  4. Even when employees find the right information, they often find it easier to just ask their manager what they should do instead of reading through what are often dense documents in SharePoint

What managers are really feeling is frustration that they have all this knowledge in SharePoint, but it isn't benefiting their business. Employees are still making mistakes. They are still giving the wrong answers to customers. They are still asking their managers and trainers questions that they should be able to answer on their own.

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What would cause a ScreenSteps implementation to fail at my contact center?

Greg DeVore - Jul 22, 2020 9:30:56 AM

Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.

Topics: Call-Center

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Why you should have us load one of your training guides into ScreenSteps for you

Greg DeVore - Jul 17, 2020 11:16:34 AM

If you are looking at ScreenSteps, you aren't just looking for a place to store information. You are hoping to improve how your business runs. Our goal is to help you make the best decision possible for your business with as little headache as possible.

We know that decisions like purchasing a new documentation and training platform happen in stages, and one of the first stages is deciding, "Is it worth my time to build a proof of concept in ScreenSteps?"

After working with many customers, we have found that allowing us to upload 1-3 example procedures for you into a ScreenSteps trial account will help you make a decision about whether or not to continue evaluating ScreenSteps in as little time as possible.

In this article, we will answer some common questions people have about uploading their example content and give you some tips for gathering examples to send to us.

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If I use scripts in ScreenSteps, won't my agents sound robotic?

Greg DeVore - Jul 8, 2020 2:55:01 PM

You're concerned that if you use scripts in your call center then your agents will sound robotic. We get it. In this article, I'm going to discuss the pros and cons of scripts and how to get all of the benefits of providing suggested text (or prompts) without the robotic downside of scripts.

Topics: Call-Center

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4 Strategies for Remote Call Center Training

Greg DeVore - May 1, 2020 6:29:23 PM

Phew! You've made it this far...but what's next?

Pretty much overnight, your contact center operations had to completely change. Maybe you were ready for this transition, maybe you weren’t. Maybe you had to go to extreme lengths just to find now-rare resources like laptops and headsets. Regardless, you made it!

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3 Tips for Communicating Changes to Work From Home Call Center Agents

Greg DeVore - Apr 3, 2020 6:13:35 PM

With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges:

  1. Your processes and information are changing faster than ever.
  2. Your team is now spread out with no simple way to gather everyone together in the same room.
  3. Many of your agents are stressed about what is going on the world and fearful of what the economic impact will be on them and their families.

Topics: Call-Center

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3 Ways You Can Support and Train Remote Workers with an Online Knowledge Base

Greg DeVore - Mar 24, 2020 9:30:00 AM

With so many teams suddenly going remote, this is a hard time for workers, trainers, IT professionals and management alike. Providing security and stability for remote workers in these uncertain times is easier said than done; for many teams, there will be new technology, strategic shifts and lots of questions in the coming weeks. So, how do you support and train your workforce as they transition to a virtual environment?

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How to Deal with a Rapid Transition to Virtual Learning

Greg DeVore - Mar 16, 2020 1:44:05 PM

Because of the impact of Coronavirus (COVID-19), many K-12 schools, colleges and universities are going through a transition they’ve never experienced before: a fully virtual learning environment. Educational institutions are not designed to be able to turn on a dime. But that is exactly what they are being asked to do.

Topics: Training- Learning

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