Blog

Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Rebecca Lane

Content Marketing Manager

Blog Feature

By: Rebecca Lane
May 15th, 2024

What is the best way to train Gen Z employees?

Blog Feature

By: Rebecca Lane
May 1st, 2024

Is your onboarding curriculum “not working”?

Blog Feature

By: Rebecca Lane
April 13th, 2024

Have you ever tried to dump a gallon of water quickly into a funnel? It doesn’t work. It is too much water all at once. You have to take your time.

Blog Feature

By: Rebecca Lane
April 7th, 2024

Employee training is time-consuming. It takes a lot of time and effort to onboard a new hire. All you want is a repeatable training plan that takes up less of your trainer’s time.

Blog Feature

By: Rebecca Lane
March 24th, 2024

Writing a training manual for your call center is tough. You have a plethora of knowledge and experience that you want to capture in your training manual. But, if you put too much information in one manual, then it will overwhelm your agents. But too little information leaves agents lost and confused. So, what are you to do? Essentially, we have a classic tale of Goldilocks and the Three Bears. You don’t want your instructions to be too advanced or too simple, but you want them to be just right so your employees can follow them. Image created via Canva AI As a former journalist, I worked five years balancing the “just right” as I quickly decided how detailed to make my stories. (For every published news article, there are at least 3X the number of notes.) I now use that knowledge as the Content Marketing Manager at ScreenSteps — a knowledge ops solution that helps call centers transfer knowledge faster — to help others balance providing too much and too little information. If you want to curate a “just right” training manual for your call center, here are five sections to include in your training manual. Each section helps you identify essential information you should include in your training manual. FREE DOWNLOADABLES Need help capturing your call flows and procedures? If you are writing call flows and SOPs for your call center, download these free resources to help you get started: Call flow template SOP template packet Digital guide checklist 1. Intake script Every call center agent will need to use your intake script. It’s the most basic call center agent task. An intake script is a series of questions your agents ask customers when they call your company.

Blog Feature

By: Rebecca Lane
March 23rd, 2024

Knowledge management is complicated. When you think of training new hires, it seems like a simple thing. But there are different types of knowledge you need to transfer to your employees and people receive that knowledge through different learning methods.

Blog Feature

By: Rebecca Lane
March 16th, 2024

Starting your standard operating procedures (SOPs) from scratch is a daunting task.

Blog Feature

By: Rebecca Lane
March 14th, 2024

Researching call center software is challenging. That’s because there are so many options for call center software and each software covers a different aspect of the operations.

Blog Feature

By: Rebecca Lane
February 18th, 2024

Do your call center agents ever get stuck on a call?

Blog Feature

By: Rebecca Lane
February 13th, 2024

Artificial intelligence (AI) is the new “it” system in town. Everyone wants a piece of the AI pie. But, does it make sense for AI to be used in knowledge management?