Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

By: Jonathan DeVore
November 5th, 2021

When most people think about a standard operating procedure, they think about a very formal document that looks something like this. 

Blog Feature

By: Jonathan DeVore
November 4th, 2021

Every day, your frontline employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of banking, when they make mistakes it can result in lost money, fines, a loss of trust, and audit findings.

Blog Feature

By: Jonathan DeVore
November 2nd, 2021

Phase 1: Basics of the intake The first scenario you’ll want to teach your new call center agents how to handle is the intake script. That is the most basic part of the call in a contact center. But, it’s also the most difficult for new reps to master because it often requires reps to control the call.

Blog Feature

By: Rebecca Lane
October 31st, 2021

We use style guides in our day-to-day lives. You may not have noticed because it is such a natural part of communication. No matter which industry you work in, writers use a certain set of written rules.

Blog Feature

By: Jonathan DeVore
October 25th, 2021

“We need to hire more call center agents.” Those words can send a shiver through any hiring manager. These days, of course, call center hiring managers are getting used to it because they are in a constant stage of hiring agents.

Blog Feature

By: Jonathan DeVore
October 21st, 2021

1. Know who your end-users are Start with your audience. Who will be using your knowledge base? And how much do they already know?

Blog Feature

By: Jonathan DeVore
October 19th, 2021

1. Build a foundation for continuous learning First, teach reps only what they need to know to begin answering calls.

Blog Feature

By: Jonathan DeVore
October 16th, 2021

What is impacting employee performance? Do you know why your employees aren’t performing well? Consider:

Blog Feature

By: Jonathan DeVore
October 13th, 2021

One common mistake when writing procedures for an ISO audit As I said before, I used to work as a CPA at a Big 4 accounting firm. My job was to audit IT security policies and procedures and make sure they were compliant with NIST.

Blog Feature

By: Jonathan DeVore
October 9th, 2021

When your call center is scaling, it’s an exciting time for your company. Unfortunately, it puts a new challenge on your plate — how are you going to hire an influx of employees for your growing call center?