Employee/Customer Onboarding, Training and Enablement

Jonathan DeVore

Jonathan DeVore
Customer Success

Recent Posts

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

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

We recorded an interview 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 interview 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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CCW Workshop | 4 Keys to Great Call Center Guides

Jonathan DeVore - Aug 31, 2020 3:30:04 PM

If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Topics: Call-Center

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Are your call flows a little messy? Do you want to improve them?

Jonathan DeVore - Aug 25, 2020 2:41:55 PM

Are you a little embarrassed by what your call flows look like? If you are, it's not your fault. You just haven't been given the right tools for creating effective call flows.

We often get asked how ScreenSteps can help call centers improve their call flows, so we put together a short video (less than 2 minutes long) that explains exactly that!

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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