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.

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are: "What does the process look like for filling up my knowledge base with content?" "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.

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.

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!

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.

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%).

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.

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.