The ScreenSteps Blog for Onboarding, Training, and Enablement (27)

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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.

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.

How Much Does a Knowledge Base Cost? (4 Factors That Affect The Price)

By: Rebecca Lane
December 22nd, 2021

Confession: Whenever I go shopping, I look at the price tag on something before I take a really good look at the product.

Compliance Training: One Mistake Trainers Make (+ What to Try Instead)

By: Jonathan DeVore
December 20th, 2021

If you're in a business that has compliance regulations, mistakes are not an option. Mistakes can lead to:

11 Metrics to Measure Call Center Agent Performance (+ Formulas)

By: Rebecca Lane
December 19th, 2021

Whether we mean to or not, we score everything in life.

How to Improve Call Center Agent Performance (7 Ways)

By: Rebecca Lane
December 18th, 2021

When I coached high school volleyball, each of my players had different strengths and weaknesses.

What is a Compliance Management System? And Why is it Important?

By: Jonathan DeVore
December 17th, 2021

There’s no playing around when it comes to compliance at a bank. There are laws and regulations that your bank must follow or you’re out of the business. No pressure.

How ScreenSteps Helps Call Centers Reduce Call Escalation [VIDEO]

By: Jonathan DeVore
December 14th, 2021

At a call center, you track a variety of metrics to ensure your call center agents are performing at the optimal level.

3 Software Tools That Help You Train Your Call Center Agents

By: Rebecca Lane
December 12th, 2021

“Don’t put all your eggs in one basket.” It’s a cliche phrase that has rung true for most of my life. You don’t want to put all your hopes and expectations into one outcome.

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