The ScreenSteps Blog for Onboarding, Training, and Enablement (26)

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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.

How to Make a Flowchart For Your Call Center Agents (5 Best Practices)

By: Jonathan DeVore
January 21st, 2022

When your call center agents are on the phone, they are pressed for time. They have someone on the other end of the line who expects them to have all the answers. And that puts a lot of pressure on your agents.

5 Ways ScreenSteps Improves First Call Resolution For Call Centers

By: Jonathan DeVore
January 18th, 2022

First call resolution is an important metric to track in your call center.

Word vs ScreenSteps: Which to Use to Write Policies and Procedures?

By: Jonathan DeVore
January 15th, 2022

You were asked to create a procedure or a job aid. So, you go to the tool that you’re most familiar with: Word.

What is a BPO for a Call Center? When Should I Hire One?

By: Rebecca Lane
January 14th, 2022

Running a call center is not for the faint of heart. Day in and day out you answer calls from customers asking questions, complaining about issues, and wanting you to solve all of their problems.

How to Align Your Different Departments For Bank Compliance Training [VIDEO]

By: Jonathan DeVore
January 10th, 2022

Recently, I went to a conference for bank trainers. As I talked to trainers and other bank leaders, everyone shared their two biggest annoyances:

How to Reduce Escalation in a Call Center With Procedures (6 Steps)

By: Jonathan DeVore
January 8th, 2022

When we talk with call centers that handle a lot of troubleshooting calls, they often have a common goal — to reduce call escalations.

Call Flow 101: What is a Call Flow? When Do You Need Them?

By: Rebecca Lane
January 6th, 2022

I have a terrible memory, which isn’t ideal for most life situations. So, I’ve gotten into the habit of setting reminders along my path so I don’t forget things.

5 Common Mistakes Trainers Make Writing Operating Procedures [VIDEO]

By: Jonathan DeVore
January 3rd, 2022

Every business needs standard operating procedures (SOPs).

10 Standard Operating Procedure Examples For Banking

By: Jonathan DeVore
December 28th, 2021

Being tasked with documenting the policies and procedures for your bank is like being selected for the Hunger Games — no one wants to do that.

Internal vs External Knowledge Base: When Should You Use Each?

By: Rebecca Lane
December 24th, 2021

Sometimes when I look at the different types of knowledge bases available, I feel like I’m comparing an orange and a tangerine. They seem so similar and yet I know that they are different.

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