Employee/Customer Onboarding, Training and Enablement

Jonathan DeVore

Jonathan DeVore
Customer Success

Recent Posts

How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.

Topics: Call-Center

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Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

During the first five minutes of any software trial, you have to make one decision:

Should I invest more time learning about this software or should I move on to something else?

When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

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How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

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What Does a Zero-Memorization Knowledge Base Look Like?

Jonathan DeVore - May 22, 2020 2:14:40 PM

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.

 

What does zero-memorization kb look like

 

Topics: Live Training- Training

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What Does Zero-Memorization Training Look Like?

Jonathan DeVore - May 20, 2020 12:08:34 PM

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

What does Zero-Mem Training Look like

Topics: Live Training- Training

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What is Zero-Memorization Training?

Jonathan DeVore - May 19, 2020 11:18:37 AM

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero-Memorization Training approach.

What is Zero Memorization Training

Topics: Live Training- Training

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Prevent Agents From Giving Outdated Advice When Procedures Change at a Medical Practice

Jonathan DeVore - Apr 8, 2020 12:41:35 PM

Right now, things are changing every day.

Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents?

It ain't Zoom, Slack, or email!

In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.

Topics: Call-Center- workflow article

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How to Prevent Agents From Saying the Wrong Words When Things Change at a Financial Institution

Jonathan DeVore - Apr 7, 2020 6:19:11 AM

Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year."

But...pushback from customers made management rethink that policy.  

So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future."

Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?

Topics: Call-Center- workflow article

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4 Benefits of a Standard Operating Procedures Training Manual

Jonathan DeVore - Feb 12, 2020 9:30:00 AM

Whether they know it or not, most companies probably already have standard operating procedures. Standard operating procedures are repeatable steps that employees can take when a known input occurs, helping them achieve a desired outcome.

When companies first start out, they may have a small team of employees that establish a certain method for performing tasks, and everyone knows what to do — leading some to think they don't need to write their procedures down. Unfortunately, this causes ambiguity and inconsistency in the way procedures are completed and can lead to siloed or out-of-date knowledge.

Topics: Training

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What Does Scenario-based Training Look Like?

Jonathan DeVore - Dec 17, 2019 3:28:57 PM

Last Friday, my team asked me to run a remote training session with a new support agent. 

Instead of the typical PowerPoint lecture or demonstrations of random features in our systems, I used the scenario-based training approach, which means that I basically asked a bunch of questions like this:

Topics: Training

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