The ScreenSteps Blog for Onboarding, Training, and Enablement

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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

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.

How to Improve Call Center Agent Performance (7 Ways)

By: Rebecca Lane
December 18th, 2021

When I coached high school volleyball, each of my players had different strengths and weaknesses.

3 Software Tools That Help You Train Your Call Center Agents

By: Rebecca Lane
December 12th, 2021

“Don’t put all your eggs in one basket.” It’s a cliche phrase that has rung true for most of my life. You don’t want to put all your hopes and expectations into one outcome.

Document Library vs Knowledge Base: What is The Difference?

By: Rebecca Lane
December 11th, 2021

You know when you go to the eye doctor and they ask you to choose between two lenses. “Which is clearer: one or two?” “How about two or three?”

How to Write an SOP that Employees Can Easily Follow (6 Steps)

By: Rebecca Lane
December 4th, 2021

Have you ever tried building Ikea furniture? Sometimes, you pull out those instructions and it is simple. You follow the instructions, connect a few screws, and have a new piece of furniture in an hour. Other times, it doesn’t go that smoothly.

What is an SOP? And Why Does My Business Need Them?

By: Rebecca Lane
November 12th, 2021

I played volleyball for three years before I had a coach who properly taught me how to spike a ball. While I could hit the ball in middle school, there wasn’t any power behind those hits.

How Long Does Call Center Training Take? (+ How to Cut Training Time)

By: Rebecca Lane
November 10th, 2021

There are things in life that I would be happy if they never ended. Peaceful nights relaxing around a fire at a cabin come to mind. Or having endless seasons of Gilmore Girls.

What Should You Include in Your Knowledge Base Style Guide? (5 Elements)

By: Rebecca Lane
October 31st, 2021

We use style guides in our day-to-day lives. You may not have noticed because it is such a natural part of communication. No matter which industry you work in, writers use a certain set of written rules.

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