Managing knowledge in a call center is challenging.
Many companies come to us saying "We need better documentation," or "We need better search for our documentation."
As a coach who helps companies build their training curriculums and knowledge base content, I often hear: “We want to make training videos for everything!”
Are your training and employee support resources putting your end-users first?
Onions have layers, ogres have layers and, of course, parfaits have layers. (You’re welcome, donkey.)
Raise your hand if you’ve ever tapped through a self-paced training course without really paying attention.
Employee training is a hot topic in the corporate industry. What is the best way to train? What tools do you need to onboard your employees?
“Will ScreenSteps work for my company? I have complicated policies, processes, and procedures.”
Do you use call shadowing as part of your call center training program?
