Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Jonathan DeVore

Customer Success

Blog Feature

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. 

Blog Feature

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.

Blog Feature

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.

Blog Feature

By: Jonathan DeVore
December 2nd, 2021

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

Blog Feature

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:

Blog Feature

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.

Blog Feature

By: Jonathan DeVore
November 27th, 2021

  1. Include behavioral interview questions Include behavioral questions in your interview that help you decipher whether an employee would be a good fit and if they could have success in your contact center.

Blog Feature

By: Jonathan DeVore
November 17th, 2021

Every day, your employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of financial services, when employees make mistakes it can result in lost money, fines, a loss of trust, and audit findings.

Blog Feature

By: Jonathan DeVore
November 16th, 2021

One of the most difficult things to do in life is watching somebody else do a task that you can do well.

Blog Feature

By: Jonathan DeVore
November 14th, 2021

Now that your company has decided to use ScreenSteps for your knowledge base, you need to train all of your employees how to use it. And you’re wondering, “Does training look the same for tenured workers as it does for training new employees?”