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Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Jonathan DeVore

Customer Success

Blog Feature

By: Jonathan DeVore
January 23rd, 2022

Choosing the right knowledge base software for your company seems like a Herculean task. There are so many options available.

Blog Feature

By: Jonathan DeVore
January 21st, 2022

When your call center agents are on the phone, they are pressed for time. They have someone on the other end of the line who expects them to have all the answers. And that puts a lot of pressure on your agents.

Blog Feature

By: Jonathan DeVore
January 18th, 2022

First call resolution is an important metric to track in your call center.

Blog Feature

By: Jonathan DeVore
January 15th, 2022

You were asked to create a procedure or a job aid. So, you go to the tool that you’re most familiar with: Word.

Blog Feature

By: Jonathan DeVore
January 10th, 2022

Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:

Blog Feature

By: Jonathan DeVore
January 8th, 2022

When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations. 

Blog Feature

By: Jonathan DeVore
January 3rd, 2022

Every business needs standard operating procedures (SOPs). 

Blog Feature

By: Jonathan DeVore
December 28th, 2021

Being tasked with documenting the policies and procedures for your bank is like being selected for the Hunger Games — no one wants to do that.

Blog Feature

By: Jonathan DeVore
December 20th, 2021

If you're in a business that has compliance regulations, mistakes are not an option. Mistakes can lead to:

Blog Feature

By: Jonathan DeVore
December 17th, 2021

There’s no playing around when it comes to compliance at a bank. There are laws and regulations that your bank must follow or you’re out of the business. No pressure.