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

5 Ways to Incorporate Continuous Learning in Your Workplace

By: Rebecca Lane
September 26th, 2021

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

What is Continuous Learning in the Workplace? Why is it Important?

By: Rebecca Lane
September 9th, 2021

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

Improve Patient Scheduling: 15 Knowledge Base Features You’ll Want

By: Rebecca Lane
September 1st, 2021

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.

Call Center Training: What are Shadowing and Nesting?

By: Rebecca Lane
August 19th, 2021

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.

Call Center Script vs Call Flow: What Are They? When Should I Use Them?

By: Rebecca Lane
August 8th, 2021

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.

3 Different Types of Knowledge Base Software

By: Rebecca Lane
July 30th, 2021

Where do you turn to when you have a question in life? For most, the answer is probably Google.

6 Software Tools to Train Your Financial Institution Employees

By: Rebecca Lane
July 25th, 2021

Quick question for you: What is the right way to load a dishwasher?

What is Workflow Learning? And What Tools Do You Need to Use it?

By: Rebecca Lane
July 18th, 2021

I consider myself a bit of a Ms. Fix-It. I like to figure out and resolve problems on my own. One day after fixing a closet door, I looked at my roommate and proudly proclaimed, “Rebecca fixed it.” And I’ve never lived it down.

6 Tips to Improve (& Shorten) Your Standard Operating Procedures

By: Rebecca Lane
July 14th, 2021

1. Know who will use the guide Who will be using this guide? It helps to put a face to the question. This person can represent a group of workers in your company.

6 Ways to Communicate Procedure Changes to Your Call Center Reps

By: Rebecca Lane
July 7th, 2021

1. Lunch-and-learn sessions A lunch-and-learn event is a voluntary meeting during lunchtime that you invite your employees to. It serves as an additional training session, which provides you an opportunity to update your agents on any changes in the call center.

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