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?

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.

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

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

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.

Every day, employees get stuck while doing their job.

Back in the day, we used to have to buy maps (Thomas Guide ring a bell?) at the gas station or print maps off of MapQuest when we were going on a road trip.

Working with companies to transfer their documented standard operating procedures (SOPs) into ScreenSteps (our knowledge base software), I've noticed something surprising.

One movie quote that gets a lot of life with my friends and family comes from a Shakespearian knock-off film from the early 2000s, She’s the Man.

In one classic fairytale, Hansel and Gretel go on a walk in the woods. They lay bread crumbs as they walk so that they can find their way home.