Employee/Customer Onboarding, Training and Enablement

Greg DeVore

Greg DeVore
CEO of ScreenSteps

Recent Posts

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.

Read More

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

Read More

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!

Read More

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

Read More

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?

Read More

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

Read More

How to Build an Effective Customer Support Manual for Your Team

Greg DeVore - Nov 15, 2019 9:00:00 AM

Customer satisfaction is a major goal for every business, and customer support is the foundation of that goal. But without adequate support, customer service can turn into a frustrating experience where your team is constantly putting out fires or wasting their time answering the same low-level questions. So what does it mean to have effective customer service? And where does a customer support manual come into the picture?

At its simplest, a customer support manual is a set of resources provided to your customers to help them self-service basic support questions. It's built for an audience of customers, and its purpose is to decrease support requests by enabling customers to solve low-level support issues themselves.

Topics: Customer Support- Documentation

Read More

Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps

Greg DeVore - Apr 3, 2019 5:16:42 PM

The problem with documenting complex procedures and workflows

Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.

Topics: ScreenSteps Employee Training Platform- Call-Center- Ed Tech

Read More

Your Call Center Agents Don't Want to Feel Stupid [Video]

Greg DeVore - Mar 28, 2019 2:58:50 PM

Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager. 

Topics: Call-Center

Read More

How to fill your knowledge base in less time

Greg DeVore - Feb 7, 2019 5:01:19 PM

THE biggest challenge that we see companies encounter is getting started creating content.

We see two camps:

  • The "Document Everything We Can Think of" crowd
  • The "Create the Perfect Plan Before We Start" crowd

They both run into trouble. The first group starts out really strong, but quickly gets burned out. The worst part is they spend a lot of time writing articles that no one ever uses.

Topics: Call-Center- Ed Tech

Read More

Free Training Tips

Subscribe For Employee Training Best Practices

We talk about rollout training, onboard training, and writing better standard operating procedures

Subscribe to Email Updates

100% Privacy. No Spam.