The ScreenSteps Blog for Onboarding, Training, and Performance

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.

How ScreenSteps Helps Call Centers Reduce Call Escalation [VIDEO]

By: Jonathan DeVore
December 14th, 2021

At a call center, you track a variety of metrics to ensure your call center agents are performing at the optimal level.

Private vs Public Knowledge Base: What Are My Options With ScreenSteps?

By: Jonathan DeVore
December 8th, 2021

When it comes to serving your customers, you like to have options. In the past, you’ve relied solely on your customer service team to support customers. And they’ve done a great job, but you recognize that it’s a changing world.

How Can You Use ScreenSteps With Your Corporate Training? [VIDEO]

By: Jonathan DeVore
December 6th, 2021

Creating a corporate training program for your company is challenging. There are multiple training resources out there and it's difficult to know which will be the most helpful for your employees.

Call Center Scripts: What Are They, Why Write Them, and Best Practices

By: Jonathan DeVore
December 2nd, 2021

Many trainers and supervisors hate scripts. And who can blame them? Scripts have a reputation of causing:

Compliance Policies and Procedures: One Mistake to Avoid [VIDEO]

By: Jonathan DeVore
November 30th, 2021

Is compliance important at your company? If you need employees to be compliant with policies and procedures, then you are probably nervous about mistakes resulting in:

How to Increase First Call Resolution in Your Call Center

By: Jonathan DeVore
November 28th, 2021

When we talk to call centers about which metric is most important, it depends on their overall goals. While there are dozens to choose from, and all of them are important, sometimes one metric sticks out more than others.

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