The ScreenSteps Blog for Onboarding, Training, and Enablement (25)

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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.

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.

What Parts Do You Include in a Basic Call Flow? (7 Parts + Template)

By: Jonathan DeVore
February 10th, 2022

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.

Should You Include Images in Your SOPs and Troubleshooting Guides? [VIDEO]

By: Jonathan DeVore
February 9th, 2022

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

7 Types of Call Center Call Flows

By: Rebecca Lane
February 6th, 2022

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.

How Should You Write Your Call Center Call Flows? (3 Options)

By: Rebecca Lane
February 4th, 2022

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.

How Much Does Call Flow Software Cost? (5 Factors Affecting the Price)

By: Rebecca Lane
February 2nd, 2022

In your ideal tech world, everything is free. But, I hate to break it to you, that is a fantasy.

How to Choose Call Flow Software For Your Call Center (6 Factors)

By: Rebecca Lane
January 29th, 2022

You know that call flows are important to support your call center agents. Maybe you haven’t had success with them in the past, but you are willing to give call flows another try.

Call Flow Diagram Tools: Pros and Cons of the 5 Best Flowchart Tools

By: Jonathan DeVore
January 28th, 2022

Every call center manager knows that agents need resources to help them get procedures right on their calls.

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