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
May 1st, 2020

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!

Blog Feature

Call-Center

By: Greg DeVore
April 3rd, 2020

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: Your processes and information are changing faster than ever. Your team is now spread out with no simple way to gather everyone together in the same room. 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.

Blog Feature

By: Greg DeVore
March 24th, 2020

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?

Blog Feature

Training | Learning

By: Greg DeVore
March 16th, 2020

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.

Blog Feature

Customer Support | Documentation

By: Greg DeVore
November 15th, 2019

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.

Blog Feature

ScreenSteps Employee Training Platform | Call-Center | Ed Tech

By: Greg DeVore
April 3rd, 2019

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.

Blog Feature

Call-Center

By: Greg DeVore
March 28th, 2019

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. 

Blog Feature

Call-Center | Ed Tech

By: Greg DeVore
February 7th, 2019

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.

Blog Feature

ScreenSteps Employee Training Platform

By: Greg DeVore
October 29th, 2018

In most consulting engagements that involve any form of change management the consulting team is required to deliver some sort of training material to the customer. This often takes the form of a "train the trainer" approach.

Blog Feature

ScreenSteps Software | Training | Teaching

By: Greg DeVore
July 11th, 2018

If you have ever been on a backpacking trip, then you know that a backpacker has to deal with competing goals when packing.