1. List the types of questions your call center receives Before you can start writing a call flow script, you need to know what questions need to be answered. These are the questions that callers are asking the agents.
Higher-level managers look at budget money like a seed. If they plant money in a system or an initiative, they want to see it produce fruit.
What other types of applications could I use ScreenSteps with? ScreenSteps primarily helps in three situations in a company:
Your company has been using SharePoint for a while now. While it has helped your company in some ways, there are some capabilities that you wish you had to manage your knowledge base. So you’re considering other options.
Your company has decided to use ScreenSteps for its knowledge base, which means your team of content authors will need to learn new software.
You've been using Microsoft SharePoint for your company's knowledge management system.
Your company has decided to outsource some of your call center operations to a BPO (Business Process Outsourcing). Good for you!
You recently finished training a new hire class. As the good trainer that you are, you decide to check in on the new employees. To prepare, you pull up your ScreenSteps analytics.
Do you ever look at one of your work assignments and think, “How in the world am I going to accomplish this?”