The ScreenSteps Blog for Onboarding, Training, and Performance (28)

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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.

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.

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.

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