I hate scary stories. If my friends want to watch a horror film, I’m out. No questions asked. These types of movies make me tense up, the stress causes me to curl into a tight ball, and then there is the inevitable screaming. (Please, keep this secret safe.)
How do you keep track of information that you absolutely cannot forget?
It’s just another workday as a call center manager when an email titled, “April Call Center Agents Mistakes Report,” arrives in your inbox from your boss. (I’m not nervous, you're nervous.) You open the email to the following message:
This is Part 2 of a 2-part video interview series between Greg DeVore, CEO of ScreenSteps, and Crystal Kadakia, Co-Founder of Learning Cluster Design. Watch Part 1 here.
Take a second and think: When you are alone and have a question, where is the first place you turn?
This is Part 1 of a 2-part video interview series between Greg DeVore, CEO of ScreenSteps, and Crystal Kadakia, Co-Founder of Learning Cluster Design. Watch Part 2 here. People don't learn in the same ways they did 20 years ago. And, yet, often companies are using the same old one-and-done approach to training.
It’s challenging to know how many agents you’re going to need answering calls on any given day when you work in a call center.
You’ve been a pioneer of using ScreenSteps in your company. Now, everyone is noticing your success.
You’ve done it. After a few months of training a promising new hire class, they have completed the program.
It’s that time of year again for your call center. You know it well. It’s the time when the number of incoming calls increases by 4X — it’s your busy season. You know the feelings surrounding your busiest season: supervisors are overworked from being pulled in a thousand directions, experienced agents are overwhelmed from covering complex calls, and new hires/seasonal workers are nervous (sometimes even making themselves physically ill from fear of answering calls).
