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.

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.

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.