Employee/Customer Onboarding, Training and Enablement
Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.
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.
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.
By:
Rebecca Lane
March 16th, 2024
Starting your standard operating procedures (SOPs) from scratch is a daunting task.
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.
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?
By:
Rebecca Lane
February 2nd, 2024
ARTICLE SUMMARY Knowledge base software helps your company create, store, and share company policies and procedures. Be aware of the limitations that come with a FREE knowledge base: users, storage, and articles. Click here to skip to the "Best Free Knowledge Base" software list. See a list of 10 knowledge base companies that offer free trials here. Free is my favorite number. However, free isn’t always the right price for your knowledge base software.
By:
Rebecca Lane
January 19th, 2024
ARTICLE SUMMARY SharePoint is a document management system that has limited capabilities when it comes to knowledge management. Knowledge base software is an impactful replacement for SharePoint when it comes to creating, storing, and sharing your company SOPs and other resources. Consider replacing SharePoint with one of the seven suggested software options on this list. You’ve been using SharePoint to manage your company’s knowledge. And, unfortunately, the biggest result you’ve been getting isn’t accessibility, but frustration.