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

Categories
Follow Us

Employee/Customer Onboarding, Training and Enablement

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

What is Call Center Scripting Software? How Does It Work? (+ Cost)

By: Rebecca Lane
March 12th, 2022

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

What is Call Center Software? (On-premise and Cloud-Based Options)

By: Rebecca Lane
March 11th, 2022

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.

Knowledge Base Tip: Make Your Knowledge Base Like a GPS [VIDEO]

By: Jonathan DeVore
March 8th, 2022

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

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.

Previous All posts Next