If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.
Topics: Call-CenterRead More
During the first five minutes of any software trial, you have to make one decision:
Should I invest more time learning about this software or should I move on to something else?
When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.
When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.
You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.
Right now, things are changing every day.
Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents?
It ain't Zoom, Slack, or email!
In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.
Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year."
But...pushback from customers made management rethink that policy.
So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future."
Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?
Whether they know it or not, most companies probably already have standard operating procedures. Standard operating procedures are repeatable steps that employees can take when a known input occurs, helping them achieve a desired outcome.
When companies first start out, they may have a small team of employees that establish a certain method for performing tasks, and everyone knows what to do — leading some to think they don't need to write their procedures down. Unfortunately, this causes ambiguity and inconsistency in the way procedures are completed and can lead to siloed or out-of-date knowledge.
Topics: TrainingRead More
Last Friday, my team asked me to run a remote training session with a new support agent.
Instead of the typical PowerPoint lecture or demonstrations of random features in our systems, I used the scenario-based training approach, which means that I basically asked a bunch of questions like this:
Topics: TrainingRead More
We talk about rollout training, onboard training, and writing better standard operating procedures
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