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

Training | Call-Center

How a knowledge base helped a call center cross-train agents in one day

By: Rebecca Lane
April 2nd, 2021

It’s challenging to know how many agents you’re going to need answering calls on any given day when you work in a call center.

How different departments can use ScreenSteps in your company

By: Rebecca Lane
February 26th, 2021

You’ve been a pioneer of using ScreenSteps in your company. Now, everyone is noticing your success.

Why can’t my employees do their job after a post-training assessment?

By: Rebecca Lane
February 22nd, 2021

You’ve done it. After a few months of training a promising new hire class, they have completed the program.

Onboarding | Call-Center

How to onboard seasonal call center agents faster

By: Rebecca Lane
January 27th, 2021

It’s that time of year again for your call center. You know it well. It’s the time when the number of incoming calls increases by 4X — it’s your busy season. You know the feelings surrounding your busiest season: supervisors are overworked from being pulled in a thousand directions, experienced agents are overwhelmed from covering complex calls, and new hires/seasonal workers are nervous (sometimes even making themselves physically ill from fear of answering calls).

Call-Center

The True Cost of Training a New Agent in the Call Center

By: Rebecca Lane
October 9th, 2020

It’s no secret — training isn’t cheap. Training new call center agents can be both time-consuming and expensive.

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