Do your call center agents struggle to follow your operating procedures?

Every day, employees get stuck while doing their job.

Back in the day, we used to have to buy maps (Thomas Guide ring a bell?) at the gas station or print maps off of MapQuest when we were going on a road trip.

Working with companies to transfer their documented standard operating procedures (SOPs) into ScreenSteps (our knowledge base software), I've noticed something surprising.

Every call center manager knows that agents need resources to help them get procedures right on their calls.

When your employees get stuck on the job, what do they do?

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

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.

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

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