Step 1: Determine KPIs for compliance Call center managers and directors are constantly looking at metrics and KPIs related to performance. But, if you haven’t already, you should also establish KPIs related to compliance.
When your team begins looking at ScreenSteps and comparing it to SharePoint, you’re bound to hear, “How is ScreenSteps different from SharePoint? Can’t you basically do the same things in SharePoint that you can do with ScreenSteps?”
When I work with clients to document procedures, something funny happens.
Across your company, you have several departments. Each of those departments has content they need to store in your knowledge base. (After all, that’s the reason for a knowledge base.)
When you and your team are evaluating ScreenSteps, you might have questions like, “Why do we need ScreenSteps for a knowledge base? Don’t we already have SharePoint?”
Before you decide to use ScreenSteps for your knowledge base, you need to consider:
Many organizations use SharePoint as a knowledge base. They start by uploading PDFs, Word docs, and PowerPoint decks. Then they wait and hope that it works its magic to help their employees.
Building SOPs and help articles for your company can sometimes feel like writing a never-ending story. Once you write one job aid or help guide, something changes and you have to make an update. That revolving door of edits can be frustrating.
Learning to create content in new software can be challenging at first. It's different than what you are used to so it can feel like the new system is slowing you down.
Step 1. Identify what your performance goals are One of the biggest mistakes we see with businesses adopting new software is they don’t really define what it is they’re trying to accomplish. Or the business goals don’t really lead to an outcome.