The ScreenSteps Blog for Onboarding, Training, and Enablement (24)

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Employee/Customer Onboarding, Training and Enablement

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

12 Mistakes to Avoid When Preparing to Implement ScreenSteps

By: Jonathan DeVore
March 6th, 2022

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?

7 Software Tools to Help Improve Call Center Agent Performance

By: Rebecca Lane
March 4th, 2022

Being a call center agent is a lot like juggling.

Knowledge Base UX: Why You Need End-User Feedback on Your Articles [VIDEO]

By: Jonathan DeVore
March 1st, 2022

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.

Call Center Documentation: What to Create? When to Use Each Option?

By: Jonathan DeVore
February 27th, 2022

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

4 Activities for Planning Your Knowledge Base Content [VIDEO]

By: Jonathan DeVore
February 24th, 2022

What content should you include in your knowledge base? Your company probably has a bunch of policies, processes, and procedures. Often, that number can be overwhelming. And, which of those actually need to go into your knowledge base?

How to Create a Call Flow Diagram in Excel (6 Steps with Images)

By: Jonathan DeVore
February 20th, 2022

Creating call flows can be intimidating. There are a lot of different ways to create call flows, not to mention all the different software out there to choose from.

6 Tips for Writing Clear Call Flows in Customer Service

By: Jonathan DeVore
February 19th, 2022

Writing call flows for your customer service team is not for the faint of heart.

Should You Create Custom SOPs for Call Center Agents? [VIDEO]

By: Jonathan DeVore
February 16th, 2022

Do your call center agents struggle to follow your operating procedures?

6 Best Free Flowchart Software For Your Call Center in 2022

By: Rebecca Lane
February 15th, 2022

Working for a call center, you know how critical it is to provide your agents with documented policies, procedures, and call flows to help them handle calls.

How Your Knowledge Management System Helps Get Your Employees Unstuck

By: Jonathan DeVore
February 13th, 2022

Every day, employees get stuck while doing their job.

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