Employee/Customer Onboarding, Training and Enablement
Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.
Customer Success
By:
Jonathan DeVore
January 21st, 2021
There’s something you should know — your call center agents don’t want to read technical call center guides. I know. It hurts. Technical guides take a lot of time to create and they have a ton of detail. But they’re no fun to read. Unfortunately, the reality is that relying on technical guides is unavoidable in many situations.
Onboarding | Training | Teaching | Call-Center
By:
Jonathan DeVore
January 14th, 2021
Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? Reps quit out of the blue after the first week. No one's interacting (except for that ONE who always chimes in before anybody else can contribute). And when reps get on the call with an actual caller, they're either getting physically ill or going completely blank — like they haven't just spent 6 weeks in training?
By:
Jonathan DeVore
November 9th, 2020
Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day! But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.
Training | Documentation | Call-Center
By:
Jonathan DeVore
November 5th, 2020
Tell me if this sounds familiar... You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date. Or maybe you're in this boat... You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.
By:
Jonathan DeVore
November 2nd, 2020
Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But how can you improve QA scores? And how can you improve CSAT?
By:
Jonathan DeVore
October 21st, 2020
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.
By:
Jonathan DeVore
October 20th, 2020
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.
By:
Jonathan DeVore
October 16th, 2020
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.
Call-Center | workflow article
By:
Jonathan DeVore
September 21st, 2020
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!