Employee/Customer Onboarding, Training and Enablement

How to measure the ROI of ScreenSteps in your call center

Greg DeVore - Sep 8, 2020 10:01:00 AM

Are you being asked to prove how ScreenSteps will benefit your call center? Don't you hate when you are super excited to implement something and those above you want proof that it will be worth it? It seems like so much extra work when you already know it's going to be worth it.

Don't worry. The good news is that proving a positive ROI with ScreenSteps is very easy, especially if you have reliable metrics. We love working with call centers that measure everything carefully because those call centers can quickly see how big of an impact ScreenSteps can make.

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How to write your first call flow if your call center doesn't have documented procedures

Greg DeVore - Sep 7, 2020 8:00:00 AM

Maybe you just got hired at your call center and have been tasked with creating call flows. Or maybe you have been working at the call center for a while now and have finally decided it is time to buckle down and write some call flows or call guides to support your agents.

Either way, the task can seem daunting. There is so much information to gather and so many questions:

  • What do you really need to include in a call flow?
  • What tools should you use to create the call flows?
  • What are best practices for writing the call flows?
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How Will My Call Center Reps Use ScreenSteps?

Jonathan DeVore - Sep 2, 2020 11:51:16 AM

If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?"

That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.

In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.

Topics: Call-Center

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What Type of Procedures and Guides Should You Send us?

Jonathan DeVore - Sep 1, 2020 12:08:03 PM

If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps.

The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.

Topics: Call-Center

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What's the Process for Filling Up ScreenSteps with Content?

Jonathan DeVore - Sep 1, 2020 9:10:15 AM

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are:

  1. "What does the process look like for filling up my knowledge base with content?"
  2. "How can we update and maintain ScreenSteps?"

Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps. So we made a short video that explains how you go from an empty ScreenSteps knowledge base to a full ScreenSteps knowledge base, and what you can do to make sure it's always up to date with accurate information.

Topics: Call-Center- authoring

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CCW Workshop | 4 Keys to Great Call Center Guides

Jonathan DeVore - Aug 31, 2020 3:30:04 PM

If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.

Topics: Call-Center

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Are your call flows a little messy? Do you want to improve them?

Jonathan DeVore - Aug 25, 2020 2:41:55 PM

Are you a little embarrassed by what your call flows look like? If you are, it's not your fault. You just haven't been given the right tools for creating effective call flows.

We often get asked how ScreenSteps can help call centers improve their call flows, so we put together a short video (less than 2 minutes long) that explains exactly that!

Topics: Call-Center

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How to write a call flow in Word

Greg DeVore - Aug 21, 2020 5:11:43 PM

Life in a call center moves fast and as a trainer or director, it seems that there is always a new training issue that is cropping up. One task that can take a very long time is writing new call flows for your agents. While these guides can be helpful in reducing training time and eliminating mistakes, they can be time-consuming to create.

In our previous article, "How to format your Call Flows in Word to make them more effective”, we explained how to optimize your existing call flows. In this article, we are going to give you some tips on how to write a call flow from scratch. Following these tips will help you write call flows that are clear and effective in less time.

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How to format your Call Flows in Word to make them more effective

Greg DeVore - Aug 19, 2020 3:35:30 PM

They have many names. You might call them call flows, call guides, call scripts, or tip sheets. Regardless of what you call them, they all have the same purpose - to help your agents know what to say, ask, and do. But, if we are honest with ourselves, not all call flows (that's what we will call them for the sake of this article) do a great job of this. Agents may complain that they are hard to use, they may continue to make mistakes even when they are using them, or they may not use them at all.

Why? Because a lot of call flows are complicated. Sometimes you can simplify them, but sometimes the process the agent has to follow is complicated. And complicated things are hard to communicate. It would be wonderful if there really was that Staples button that could make everything "Easy", but unfortunately that only happens on TV.

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Is ScreenSteps HIPAA Compliant?

Melissa Guzzo - Aug 7, 2020 10:00:00 AM

Chances are, if you are interested in this post, you already know all about HIPAA, but just in case, HIPAA stands for The Health Insurance Portability and Accountability Act. This Act was signed into law in 1996 to in part, keep patients’ medical information safe. If your organization manages this type of information, you’re probably wondering if ScreenSteps is HIPAA compliant. This answer is no, and that you don't really need ScreenSteps to be HIPPA compliant to use it.

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