The ScreenSteps Blog for Onboarding, Training, and Performance (30)

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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.

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.

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.

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