Is your knowledge base actually worth the amount of money, time, and effort you put into it?
You’ve been a pioneer of using ScreenSteps in your company. Now, everyone is noticing your success.
You’ve done it. After a few months of training a promising new hire class, they have completed the program.
Congratulations! Your company is growing, which means your team is growing. Or maybe there are operation changes happening. Either way, it’s an exciting time at your company.
You've decided to try ScreenSteps and you know you need to create content to fill your knowledge base — but the reality is you don't have any bandwidth left to get it done.
If you've decided to use ScreenSteps and already have a lot of learning content stored as PDF, Word, or in your wiki, you probably don't want to leave it behind. Which means you'll have to migrate it into ScreenSteps.
2020 gave us all a crash course in virtual learning. One day we were all able to carry out our trusty training programs in a classroom and the next day — boom — all training had to be conducted online.
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).
There’s something you should know — your call center agents don’t want to read technical call center guides. I know. It hurts. Technical guides take a lot of time to create and they have a ton of detail. But they’re no fun to read. Unfortunately, the reality is that relying on technical guides is unavoidable in many situations.