Can your end-users follow your guides without getting stuck?
Managing knowledge in a call center is challenging.
As a coach who helps companies build their training curriculums and knowledge base content, I often hear: “We want to make training videos for everything!”
Are your training and employee support resources putting your end-users first?
Onions have layers, ogres have layers and, of course, parfaits have layers. (You’re welcome, donkey.)
“Will ScreenSteps work for my company? I have complicated policies, processes, and procedures.”
Do you use call shadowing as part of your call center training program?
When people think of creating employee training videos, immediately they envision a top-of-the-line video.
When I work with companies to develop their training strategies, I often hear: “We want to use video for everything.”
What grade would you give your knowledge base?
