Employee/Customer Onboarding, Training and Enablement

Jonathan DeVore

Jonathan DeVore
Customer Success

Recent Posts

How Will My Call Center Reps Use ScreenSteps?

Jonathan DeVore - Sep 2, 2020 11:51:16 AM

If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?"

That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.

In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.

Topics: Call-Center

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What Type of Procedures and Guides Should You Send us?

Jonathan DeVore - Sep 1, 2020 12:08:03 PM

If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps.

The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.

Topics: Call-Center

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What's the Process for Filling Up ScreenSteps with Content?

Jonathan DeVore - Sep 1, 2020 9:10:15 AM

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are:

  1. "What does the process look like for filling up my knowledge base with content?"
  2. "How can we update and maintain ScreenSteps?"

Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps. So we made a short video that explains how you go from an empty ScreenSteps knowledge base to a full ScreenSteps knowledge base, and what you can do to make sure it's always up to date with accurate information.

Topics: Call-Center- authoring

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CCW Workshop | 4 Keys to Great Call Center Guides

Jonathan DeVore - Aug 31, 2020 3:30:04 PM

If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Topics: Call-Center

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Are your call flows a little messy? Do you want to improve them?

Jonathan DeVore - Aug 25, 2020 2:41:55 PM

Are you a little embarrassed by what your call flows look like? If you are, it's not your fault. You just haven't been given the right tools for creating effective call flows.

We often get asked how ScreenSteps can help call centers improve their call flows, so we put together a short video (less than 2 minutes long) that explains exactly that!

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

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-Center

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Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

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.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

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How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

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.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

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