The ScreenSteps Blog for Onboarding, Training, and Enablement (19)

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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.

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.

11 Tips for Designing Knowledge Base Articles That Empower Call Center Agents

By: Greg DeVore
July 23rd, 2022

When call centers go through turnover, expansion, or bring on a BPO, they maintain metrics by burning out their supervisors.

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.

9 Best Practices for Improving Quality Assurance in Your Call Center

By: Rebecca Lane
July 15th, 2022

I’m a wannabe guitar player. In that, I mean I can play the eight basic chords on a guitar and sometimes I’ll surprise myself by remembering another one.

Best Internal Knowledge Base Software

By: Rebecca Lane
July 10th, 2022

With some things in life, there is a very clear winner. It’s obvious who crosses the line first in a track meet. It's clear who scored more goals in a soccer game.

What is Call Center Quality Assurance?

By: Rebecca Lane
July 8th, 2022

Quality vs quantity: Which is better? That’s an age-old argument. And it’s different for every industry. Often, you can make a solid argument for both sides.

Top 13 Mistakes People Make With Their Knowledge Base (+ How to Avoid Them)

By: Rebecca Lane
July 3rd, 2022

Mistakes are nothing to be ashamed of. A mistake is an unintentional error. You don’t mean for them to happen. But, with that being said, we would like to prevent them if we could.

What Makes a Good Knowledge Base? (12 Best Practices)

By: Rebecca Lane
July 2nd, 2022

Sometimes “good” is an opinion.

9 Mistakes Trainers Make in Call Center Agent Training (+ Fix-It Tips)

By: Jonathan DeVore
June 30th, 2022

When you think of call center training, what do you envision?

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