The ScreenSteps Blog for Onboarding, Training, and Enablement (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.

Document Library vs Knowledge Base: What is The Difference?

By: Rebecca Lane
December 11th, 2021

You know when you go to the eye doctor and they ask you to choose between two lenses. “Which is clearer: one or two?” “How about two or three?”

Private vs Public Knowledge Base: What Are My Options With ScreenSteps?

By: Jonathan DeVore
December 8th, 2021

When it comes to serving your customers, you like to have options. In the past, you’ve relied solely on your customer service team to support customers. And they’ve done a great job, but you recognize that it’s a changing world.

How Can You Use ScreenSteps With Your Corporate Training? [VIDEO]

By: Jonathan DeVore
December 6th, 2021

Creating a corporate training program for your company is challenging. There are multiple training resources out there and it's difficult to know which will be the most helpful for your employees.

How to Write an SOP that Employees Can Easily Follow (6 Steps)

By: Rebecca Lane
December 4th, 2021

Have you ever tried building Ikea furniture? Sometimes, you pull out those instructions and it is simple. You follow the instructions, connect a few screws, and have a new piece of furniture in an hour. Other times, it doesn’t go that smoothly.

Call Center Scripts: What Are They, Why Write Them, and Best Practices

By: Jonathan DeVore
December 2nd, 2021

Many trainers and supervisors hate scripts. And who can blame them? Scripts have a reputation of causing:

Compliance Policies and Procedures: One Mistake to Avoid [VIDEO]

By: Jonathan DeVore
November 30th, 2021

Is compliance important at your company? If you need employees to be compliant with policies and procedures, then you are probably nervous about mistakes resulting in:

How to Increase First Call Resolution in Your Call Center

By: Jonathan DeVore
November 28th, 2021

When we talk to call centers about which metric is most important, it depends on their overall goals. While there are dozens to choose from, and all of them are important, sometimes one metric sticks out more than others.

5 Tips for Hiring the Right Call Center Agents (+ Interview Question Examples)

By: Jonathan DeVore
November 27th, 2021

1. Include behavioral interview questions Include behavioral questions in your interview that help you decipher whether an employee would be a good fit and if they could have success in your contact center.

How Does ScreenSteps Help Credit Unions With Compliance?

By: Jonathan DeVore
November 17th, 2021

Every day, your employees are performing thousands of transactions and interacting with thousands of customers. And because of the nature of financial services, when employees make mistakes it can result in lost money, fines, a loss of trust, and audit findings.

5 Tips to Improve Call Center Coaching (+ Example Coaching Phrases)

By: Jonathan DeVore
November 16th, 2021

One of the most difficult things to do in life is watching somebody else do a task that you can do well.

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