The ScreenSteps Blog for Onboarding, Training, and Enablement

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

Rebecca Lane

Content Marketing Manager

7 Types of Call Center Call Flows

By: Rebecca Lane
February 6th, 2022

One movie quote that gets a lot of life with my friends and family comes from a Shakespearian knock-off film from the early 2000s, She’s the Man.

How Should You Write Your Call Center Call Flows? (3 Options)

By: Rebecca Lane
February 4th, 2022

In one classic fairytale, Hansel and Gretel go on a walk in the woods. They lay bread crumbs as they walk so that they can find their way home.

How Much Does Call Flow Software Cost? (5 Factors Affecting the Price)

By: Rebecca Lane
February 2nd, 2022

In your ideal tech world, everything is free. But, I hate to break it to you, that is a fantasy.

How to Choose Call Flow Software For Your Call Center (6 Factors)

By: Rebecca Lane
January 29th, 2022

You know that call flows are important to support your call center agents. Maybe you haven’t had success with them in the past, but you are willing to give call flows another try.

12 Best Knowledge Base Software for 2024 (With Pricing)

By: Rebecca Lane
January 22nd, 2022

As a business, you have loads of knowledge. The problem is how to capture and keep track of all that knowledge.

What is a BPO for a Call Center? When Should I Hire One?

By: Rebecca Lane
January 14th, 2022

Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.

Call Flow 101: What is a Call Flow? When Do You Need Them?

By: Rebecca Lane
January 6th, 2022

I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.

Internal vs External Knowledge Base: When Should You Use Each?

By: Rebecca Lane
December 24th, 2021

Sometimes when I look at the different types of knowledge bases available, I feel like I’m comparing an orange and a tangerine. They seem so similar and yet I know that they are different.

How Much Does a Knowledge Base Cost? (4 Factors That Affect The Price)

By: Rebecca Lane
December 22nd, 2021

Confession: Whenever I go shopping, I look at the price tag on something before I take a really good look at the product.

11 Metrics to Measure Call Center Agent Performance (+ Formulas)

By: Rebecca Lane
December 19th, 2021

Whether we mean to or not, we score everything in life.

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