Employee/Customer Onboarding, Training and Enablement

Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

During the first five minutes of any software trial, you have to make one decision:

Should I invest more time learning about this software or should I move on to something else?

When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

Read More

How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

Read More

What Does a Zero-Memorization Knowledge Base Look Like?

Jonathan DeVore - May 22, 2020 2:14:40 PM

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.

 

What does zero-memorization kb look like

 

Topics: Live Training- Training

Read More

What Does Zero-Memorization Training Look Like?

Jonathan DeVore - May 20, 2020 12:08:34 PM

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

What does Zero-Mem Training Look like

Topics: Live Training- Training

Read More

What is Zero-Memorization Training?

Jonathan DeVore - May 19, 2020 11:18:37 AM

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero-Memorization Training approach.

What is Zero Memorization Training

Topics: Live Training- Training

Read More

4 Strategies for Remote Call Center Training

Greg DeVore - May 1, 2020 6:29:23 PM

Phew! You've made it this far...but what's next?

Pretty much overnight, your contact center operations had to completely change. Maybe you were ready for this transition, maybe you weren’t. Maybe you had to go to extreme lengths just to find now-rare resources like laptops and headsets. Regardless, you made it!

Read More

Prevent Agents From Giving Outdated Advice When Procedures Change at a Medical Practice

Jonathan DeVore - Apr 8, 2020 12:41:35 PM

Right now, things are changing every day.

Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents?

It ain't Zoom, Slack, or email!

In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.

Topics: Call-Center- workflow article

Read More

How to Prevent Agents From Saying the Wrong Words When Things Change at a Financial Institution

Jonathan DeVore - Apr 7, 2020 6:19:11 AM

Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year."

But...pushback from customers made management rethink that policy.  

So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future."

Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?

Topics: Call-Center- workflow article

Read More

3 Tips for Communicating Changes to Work From Home Call Center Agents

Greg DeVore - Apr 3, 2020 6:13:35 PM

With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges:

  1. Your processes and information are changing faster than ever.
  2. Your team is now spread out with no simple way to gather everyone together in the same room.
  3. Many of your agents are stressed about what is going on the world and fearful of what the economic impact will be on them and their families.

Topics: Call-Center

Read More

3 Ways You Can Support and Train Remote Workers with an Online Knowledge Base

Greg DeVore - Mar 24, 2020 9:30:00 AM

With so many teams suddenly going remote, this is a hard time for workers, trainers, IT professionals and management alike. Providing security and stability for remote workers in these uncertain times is easier said than done; for many teams, there will be new technology, strategic shifts and lots of questions in the coming weeks. So, how do you support and train your workforce as they transition to a virtual environment?

Read More

Free Training Tips

Subscribe For Employee Training Best Practices

We talk about rollout training, onboard training, and writing better standard operating procedures

Subscribe to Email Updates

100% Privacy. No Spam.