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?”

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.

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.

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.

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.

Until I worked for ScreenSteps — a knowledge base software company — I never realized how important it is to provide training beyond initial onboarding.

Maybe you are like me. You went to college, got a degree, and then you expected to know everything there was about your career.

Must-have features for scheduling patients These are the features that you can’t live without. These are the critical knowledge base features that are the backbone for creating, storing, and sharing your guides to support your patients as they schedule medical appointments.

What is shadowing? Shadowing is a phase in call center training where your new hires watch experienced agents take calls. New hires observe how your tenured agents answer calls and use your tools and resources to help the callers.

What is a script? A script has specific words and phrases that you want agents to use verbatim. With a call center script, you expect agents to follow instructions exactly, without any variations.