Employee/Customer Onboarding, Training and Enablement

Jonathan DeVore

Jonathan DeVore
Customer Success

Recent Posts

3 Reasons it Takes so Long For Call Center Reps to be Proficient

Jonathan DeVore - Oct 22, 2020 2:03:00 PM

Is it taking longer than you’d like for your new call center reps to be proficient at handling calls, and you’re not really sure why? 

Topics: Documentation- Call-Center

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Using the Workbook Download to Document Your Processes

Jonathan DeVore - Oct 21, 2020 12:18:45 PM

If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?"

To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.

Topics: Documentation- Call-Center

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A Quick ScreenSteps Demonstration for Call Centers

Jonathan DeVore - Oct 20, 2020 4:57:10 PM

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.

Topics: Call-Center

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A Quick ScreenSteps Demonstration

Jonathan DeVore - Oct 16, 2020 12:54:47 PM

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your business.

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How Can You Write Better Call Guides for Reps Scheduling Medical Patients?

Jonathan DeVore - Sep 21, 2020 5:05:17 PM

Are your agents struggling with patient scheduling? Especially during the pandemic when protocols seems to change almost on a daily basis?

We recorded a discussion over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The discussion is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!

Topics: Call-Center- workflow article

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What Would ScreenSteps Consulting and Implementation Services Help Me Do?

Jonathan DeVore - Sep 17, 2020 10:34:08 AM

When you purchase ScreenSteps, you may need help migrating your existing processes and procedures into ScreenSteps and/or creating new ones from scratch. You can either do it all yourself, or you can partner with us to help out. Check out the video below and keep reading to see what the ScreenSteps consulting and implementation services include, and whether it's something you should consider.

Topics: consulting

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How Will Trainers Be Able to Do Their Job Better With ScreenSteps?

Jonathan DeVore - Sep 16, 2020 11:04:21 AM

If you are in charge of training employees (or you are in charge of creating training materials) and your organization is planning on using ScreenSteps, you might be wondering how you will use ScreenSteps to train employees. So in this post, I’m going to explain how ScreenSteps can help you become an even more valuable as a teacher/trainer/content creator.

Topics: Training- Learning

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How Will My Call Center Reps Use ScreenSteps?

Jonathan DeVore - Sep 2, 2020 11:51:16 AM

If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?"

That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.

In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.

Topics: Call-Center

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What Type of Procedures and Guides Should You Send us?

Jonathan DeVore - Sep 1, 2020 12:08:03 PM

If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps.

The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.

Topics: Call-Center

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What's the Process for Filling Up ScreenSteps with Content?

Jonathan DeVore - Sep 1, 2020 9:10:15 AM

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are:

  1. "What does the process look like for filling up my knowledge base with content?"
  2. "How can we update and maintain ScreenSteps?"

Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps. So we made a short video that explains how you go from an empty ScreenSteps knowledge base to a full ScreenSteps knowledge base, and what you can do to make sure it's always up to date with accurate information.

Topics: Call-Center- authoring

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