Blog

Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

By: Jonathan DeVore
January 23rd, 2022

Choosing the right knowledge base software for your company seems like a Herculean task. There are so many options available.

Blog Feature

By: Rebecca Lane
January 22nd, 2022

Remember when you were younger and it was easy to make decisions? Either you had limited knowledge of what options were available or you could ask your Magic 8 ball what the right choice was.

Blog Feature

By: Jonathan DeVore
January 21st, 2022

When your call center agents are on the phone, they are pressed for time. They have someone on the other end of the line who expects them to have all the answers. And that puts a lot of pressure on your agents.

Blog Feature

By: Jonathan DeVore
January 18th, 2022

First call resolution is an important metric to track in your call center.

Blog Feature

By: Jonathan DeVore
January 15th, 2022

You were asked to create a procedure or a job aid. So, you go to the tool that you’re most familiar with: Word.

Blog Feature

By: Rebecca Lane
January 14th, 2022

Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.

Blog Feature

By: Jonathan DeVore
January 10th, 2022

Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:

Blog Feature

By: Jonathan DeVore
January 8th, 2022

When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations. 

Blog Feature

By: Rebecca Lane
January 6th, 2022

I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.

Blog Feature

By: Jonathan DeVore
January 3rd, 2022

Every business needs standard operating procedures (SOPs).