1. Know who your end-users are Start with your audience. Who will be using your knowledge base? And how much do they already know?

1. Build a foundation for continuous learning First, teach reps only what they need to know to begin answering calls.

What is impacting employee performance? Do you know why your employees aren’t performing well? Consider:

One common mistake when writing procedures for an ISO audit As I said before, I used to work as a CPA at a Big 4 accounting firm. My job was to audit IT security policies and procedures and make sure they were compliant with NIST.

When your call center is scaling, it’s an exciting time for your company. Unfortunately, it puts a new challenge on your plate — how are you going to hire an influx of employees for your growing call center?

ScreenSteps implementation timeline From start to launch, it will take about 5 weeks to 6 months to implement ScreenSteps in your company.

Onboarding new call center agents takes patience, time, and money. As much as you wish you could teach a few lessons and the new agents would be ready to take any call, that’s not how training is going to happen. It happens in increments.

Every company has a list of dos and don’ts, cans and cannots, yeses and nos. These rules and regulations are essential for informing everyone about what is and isn’t allowed in a company.

Step 1: Determine KPIs for compliance Call center managers and directors are constantly looking at metrics and KPIs related to performance. But, if you haven’t already, you should also establish KPIs related to compliance.

When your team begins looking at ScreenSteps and comparing it to SharePoint, you’re bound to hear, “How is ScreenSteps different from SharePoint? Can’t you basically do the same things in SharePoint that you can do with ScreenSteps?”