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.

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?

Expand Your Knowledge Base Authoring Team With These 5 Tips [VIDEO]

By: Jonathan DeVore
June 28th, 2022

Building a company knowledge base takes a lot of work.

How to Write a Good Knowledge Base Article For Different Skill Levels

By: Jonathan DeVore
June 25th, 2022

Let’s face it — all of your employees are at a different level when it comes to knowing your company and performance at their jobs.

Knowledge Manager: Who Should Own Your Knowledge Base?

By: Jonathan DeVore
June 22nd, 2022

Having a knowledge base is a huge step to centralizing your company’s information. However, without a person appointed to manage your knowledge base, your knowledge base could quickly become obsolete.

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