The ScreenSteps Blog for Onboarding, Training, and Enablement

In Harry Potter and the Sorcerer’s Stone, Neville Longbottom receives a remembrall. A remembrall is a magical tool that turns red when the person holding it has forgotten something. The only thing is it doesn’t remind you what you have forgotten.

Knowledge Management System: What is it? How to Use it? Who Needs One?

By: Rebecca Lane
August 27th, 2022

At the start of every school year, I was the kid who loved organizing her materials. I had to pick out the right color notebook for each subject and make sure it had a matching folder.

11 Signs Your Employee Training Program Isn't Working

By: Rebecca Lane
August 19th, 2022

Building an employee training program is not an easy feat.

Notion vs ScreenSteps: Which to Use for Policies and Procedures?

By: Rebecca Lane
August 6th, 2022

You need a way to manage your company documents. That includes creating policies and procedures, storing those guides, and making them accessible to your team.

8 Tips on How to Maintain Quality Assurance in Your Call Center

By: Rebecca Lane
July 24th, 2022

What I’m about to tell you is not good running advice. You’ve been warned.

Call Center Quality Assurance Checklist: 7 Call Elements to Evaluate

By: Rebecca Lane
July 22nd, 2022

If you work in the Quality Assurance Department at a call center, you are well acquainted with quality assurance (QA). The problem as a QA leader is that your call center agents have so many responsibilities on any given call. And there are so many different policies and procedures?

Top 13 Mistakes People Make When Purchasing Call Flow Software

By: Rebecca Lane
July 16th, 2022

Your call center agents are tripping up on phone calls. They don’t know what to say or do. While you may have documented procedures that are printed on PDFs or emailed to your call center agents, your agents don’t use them.

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