“We need to hire more call center agents.” Those words can send a shiver through any hiring manager. These days, of course, call center hiring managers are getting used to it because they are in a constant stage of hiring agents.

1. Know who your end-users are Start with your audience. Who will be using your knowledge base? And how much do they already know?

1. Build a foundation for continuous learning First, teach reps only what they need to know to begin answering calls.

What is impacting employee performance? Do you know why your employees aren’t performing well? Consider:

One common mistake when writing procedures for an ISO audit As I said before, I used to work as a CPA at a Big 4 accounting firm. My job was to audit IT security policies and procedures and make sure they were compliant with NIST.

When your call center is scaling, it’s an exciting time for your company. Unfortunately, it puts a new challenge on your plate — how are you going to hire an influx of employees for your growing call center?

ScreenSteps implementation timeline From start to launch, it will take about 5 weeks to 6 months to implement ScreenSteps in your company.

Onboarding new call center agents takes patience, time, and money. As much as you wish you could teach a few lessons and the new agents would be ready to take any call, that’s not how training is going to happen. It happens in increments.

Every company has a list of dos and don’ts, cans and cannots, yeses and nos. These rules and regulations are essential for informing everyone about what is and isn’t allowed in a company.

Until I worked for ScreenSteps — a knowledge base software company — I never realized how important it is to provide training beyond initial onboarding.