Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day! But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.

Tell me if this sounds familiar... You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date. Or maybe you're in this boat... You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.

There are a lot of metrics to track at a call center. Luckily, there are a few metrics that stand out when it comes to providing excellent customer service. Two of the call center metrics that are almost always at or near the top of the list as "most important" are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But, how can you improve QA scores? And how can you improve CSAT? As the Director of Transformational Services at ScreenSteps — knowledge base software that supports call centers — I've worked with many call centers to create procedural guides and call flows that call center agents can use on calls. These job aids help improve agent performance, and, consequently, QA and CSAT scores. Watch the 3.5-minute video below to learn more about how procedural guides can help improve agent performance in your call center. Plus, I explain more about QA and CSAT scores.

If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?" To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your business.

Are your agents struggling with patient scheduling? Especially during the pandemic when protocols seems to change almost on a daily basis? We recorded a discussion over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The discussion is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!

When you purchase ScreenSteps, you may need help migrating your existing processes and procedures into ScreenSteps and/or creating new ones from scratch. You can either do it all yourself, or you can partner with us to help out. Keep reading to see what the ScreenSteps consulting and implementation services include, and whether it's something you should consider.

If you are in charge of training employees (or you are in charge of creating training materials) and your organization is planning on using ScreenSteps, you might be wondering how you will use ScreenSteps to train employees. So in this post, I’m going to explain how ScreenSteps can help you become an even more valuable as a teacher/trainer/content creator.