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base When employees search SharePoint they can't find the information they need A lot of information in SharePoint is outdated and it is hard to keep it up to date Even when employees find the right information, they often find it easier to just ask their manager what they should do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

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.

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.

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.

We’ll explore the pros and cons of each approach, as well as the tools you will need for each one.

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.

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?

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.

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.

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.