The ScreenSteps Blog for Onboarding, Training, and Enablement (29)

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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.

New Agents vs Tenured Agents: How to Train Them On ScreenSteps

By: Jonathan DeVore
November 14th, 2021

Now that your company has decided to use ScreenSteps for your knowledge base, you need to train all of your employees how to use it. And you’re wondering, “Does training look the same for tenured workers as it does for training new employees?”

What is an SOP? And Why Does My Business Need Them?

By: Rebecca Lane
November 12th, 2021

I played volleyball for three years before I had a coach who properly taught me how to spike a ball. While I could hit the ball in middle school, there wasn’t any power behind those hits.

How Long Does Call Center Training Take? (+ How to Cut Training Time)

By: Rebecca Lane
November 10th, 2021

There are things in life that I would be happy if they never ended. Peaceful nights relaxing around a fire at a cabin come to mind. Or having endless seasons of Gilmore Girls.

How to Ensure Compliance with Bank Policies and Procedures

By: Jonathan DeVore
November 7th, 2021

If you work at a bank, just mentioning the word, “compliance,” has you on the edge of your seat.

How Does ScreenSteps Help Banks With Compliance?

By: Jonathan DeVore
November 4th, 2021

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

Scenario-Based Training: Role-playing Examples for Call Center Training

By: Jonathan DeVore
November 2nd, 2021

Phase 1: Basics of the intake The first scenario you’ll want to teach your new call center agents how to handle is the intake script. That is the most basic part of the call in a contact center. But, it’s also the most difficult for new reps to master because it often requires reps to control the call.

Previous All posts Next

New Agents vs Tenured Agents: How to Train Them On ScreenSteps

What is an SOP? And Why Does My Business Need Them?

How Long Does Call Center Training Take? (+ How to Cut Training Time)

How to Ensure Compliance with Bank Policies and Procedures

How Does ScreenSteps Help Banks With Compliance?

Scenario-Based Training: Role-playing Examples for Call Center Training

What Should You Include in Your Knowledge Base Style Guide? (5 Elements)

8 Tips to Reduce Your Call Center Turnover Rate

How to Create a Knowledge Base Article (4 Steps)

How to Build a Continuous Learning Plan for Call Center Reps