Employee/Customer Onboarding, Training and Enablement

One Reason Your Support Articles Are Not Deflecting Customer Tickets

Jonathan DeVore - Sep 17, 2019 1:58:44 PM

Your customer support knowledge base has two main purposes:

  1. Deflect support tickets.
  2. Decrease ticket escalation from your tier 1 support agents to your tier 2 support agents.

If it's not doing those two things very well, then you may have this problem...

Topics: New Feature- workflow article

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2 Tips for Improving Adoption of Your Knowledge Base

Jonathan DeVore - Aug 1, 2019 12:48:00 PM

After you roll out your knowledge management system to employees and customers, you may encounter a lack of adoption. I've got two tips that can help with that.

Why don't people visit your knowledge base?

First, let's discuss a few of the reasons employees and customers don't visit your carefully crafted knowledge base:

  1. They don't know about it
  2. They don't know how to use it
  3. They can't find what they need (or what they do find isn't helpful)

Those first two are pretty simple to resolve by using your knowledge base during training, onboarding, and when responding to questions. It's that third one that can be a little tricky.

These next two tips relate to making sure end users can find what they need, which leads to better adoption of your ScreenSteps knowledge base.

Topics: Documentation Managers

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3 New Features Coming That Simplify Complex Procedures

Jonathan DeVore - Jul 29, 2019 2:04:29 PM

Six months ago, the ScreenSteps team received several support tickets for setting up Single Sign-on (SSO).

These tickets required phone calls or lengthy back-and-forth emails before finally being resolved.

Now, we love helping our customers, but our team was frustrated that our self-help documentation was falling short for this particular operation. Admittedly, SSO can get a tad complicatedeven I shuddered a little when I had to get involved with SSO troubleshooting—but isn't the point of self-help documentation that customers can perform tasks on their own without involving support?

Even though we had very detailed help articles for setting up SSO, apparently those articles weren’t very helpful to the majority of customers who were setting up Single Sign-on.

What was going on?

Topics: Documentation- New Feature

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Pruning the ScreenSteps Knowledge Base

Jonathan DeVore - Jul 22, 2019 2:49:49 PM

We are getting ready to release an update to the ScreenSteps template.

Topics: New Feature

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7 Myths About Training Employees and Temps

Jonathan DeVore - May 22, 2019 11:10:55 AM

In the training world, it’s easy to just do what everybody else does. But there are a number of misconceptions about training that you should be aware of.

Topics: Call-Center

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Grow Your Knowledge Base By Repurposing Word, PowerPoint, and Video

Jonathan DeVore - Apr 11, 2019 3:35:58 PM

After helping hundreds of customers get started with ScreenSteps, I can safely say the three most common requests I get are:

  1. "How do I convert Word docs into ScreenSteps articles?"
  2. "How do I convert PowerPoint decks into ScreenSteps articles?"
  3. "How do I include videos in ScreenSteps articles?"

In fact, converting existing Word docs to ScreenSteps articles was the first priority for Washington State Community and Technical Colleges once they purchased a subscription. (I personally transferred 600 of their Word docs to ScreenSteps.)

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4 Tips for Documenting Your Know-how So You Can Delegate Tasks and Jobs

Jonathan DeVore - Apr 10, 2019 12:37:12 PM

I have a good friend (whom we'll call Rick) who runs a small agency that helps online businesses.

Rick's agency is very successful, but he's at a point where he's stuck.

The problem is that if Rick's agency brings on any more clients (especially larger clients), he will run out of hours during the day to get all of the work done that needs to be done. That's because every time Rick adds another client, it requires specific tasks to be performed that only Rick knows how to do.

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The #1 Mistake Instructors Make During Classroom Training

Jonathan DeVore - Apr 5, 2019 11:57:34 AM

When Owen Hutchison helped the Royal College of General Practitioners roll out Salesforce, he put together a robust plan of action.

Owen's Change Management Plan included:

  • The impact the Salesforce rollout would have on each department (based on the changes to procedures and technology)
  • A training schedule for each department, including usability testing
  • Detailed procedure documentation (created in ScreenSteps)
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Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps

Greg DeVore - Apr 3, 2019 5:16:42 PM

The problem with documenting complex procedures and workflows

Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.

Topics: ScreenSteps Employee Training Platform- Call-Center- Ed Tech

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Your Call Center Agents Don't Want to Feel Stupid [Video]

Greg DeVore - Mar 28, 2019 2:58:50 PM

Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager. 

Topics: Call-Center

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