It is challenging working as a call center agent. Customers calling your company expect call center agents to be experts at every aspect of your business when they call. And that’s a lot of pressure on one person.

When you write your know base articles, is there such a thing as including too little or too much information?

Life is about challenging ourselves. Some people naturally crave improvement, always looking for a way to get better. Others need an extra push to get better.

Have you ever been in a conversation and completely forgotten what you were going to say?

By the time you are an adult, you’ve probably had the opportunity to call into a call center. Maybe it was to schedule an appointment with a doctor or to figure out why the internet wasn’t working.

Last weekend, I took my wife on a date in a part of town that I wasn’t very familiar with.

If only implementing new software in a company was like a magic trick. All you would have to do is snap your fingers, wave a wand, or say the magic words, and it’s done. Everything is seemingly perfect. Or is it?

Being a call center agent is a lot like juggling.

Having helped hundreds of people create knowledge bases in ScreenSteps over the past 10 years, I often get asked to look at policies, procedures, and knowledge base articles and give feedback on whether they look good or not.

What would happen if you gave a doctor the wrong tool in the operating room?