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.

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.

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero Memorization Training approach.

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 it comes to employee training programs, you have many approaches. There's classroom learning, virtual instruction, self-paced courses, etc. The list goes on and on.

Are you struggling to train your employees? It's alright if you are — most employers and trainers struggle to do so. Employee training today is surrounded by a lot of uncertainty. Some believe that memorization works, while others think that fancy e-Training or assessments are the solution. We're here to tell you that the way most trainers and employers are training isn't working. But, with a few changes it can work, and quickly.

Last week, I was trying to figure out why my home printer wasn't printing. While searching the web for an answer, I came across this help article from Epson (the kind of printer I have): While reading this article, I noticed that it had a lot of "if this...then that..." type of instructions. I instantly thought, "Holy smokes! This would be so much better as a Workflow Article!" So I took on the challenge of recreating it as a Workflow Article for the sole purpose of demonstrating how you can take some of your help articles that have "If this...then that..." type of instructions and turn them into Workflow Articles that are way better. You can go right to the example article Workflow Article I created by clicking here >> Epson Example Workflow to see what it looks like and how it flows. Below, I show you how I went about turning the original Epson help article into the amazing ScreenSteps Workflow Article so you can see how a ScreenSteps Workflow Article could replace (and dramatically improve) your traditional troubleshooting guides.