What is a script? A script has specific words and phrases that you want agents to use verbatim. With a call center script, you expect agents to follow instructions exactly, without any variations.

As you prepare to transfer your content into ScreenSteps, naturally, you want to make sure your existing learning materials and procedures aren’t lost. After all, you’ve put a lot of effort into those.

Step 1: Separate the Information from the Process Even if you don’t have standardized procedures for scheduling patients, your reps probably have some kind of process or flow that they use. Either they learned it in training or they developed it on their own with the information they used in training.

Process maps and flowcharts are great for planning. But the feedback we hear from most people who use them as procedures is that they’re not fans.

1. eLearning delivery and management (LMS) A Learning Management System (LMS) is great for teaching employees something new and helping them gain a broad understanding of a topic. It can also be used to teach employees more in-depth concepts about something they already know a little about.

Where do you turn to when you have a question in life? For most, the answer is probably Google.

When people begin using ScreenSteps, the focus is often on the knowledge base and the search capabilities and some of the cool features like checklists, foldable sections, and decision trees.

1. Make a clear call flow for taking the call Design a clear patient scheduling workflow that your reps can easily follow while they are on a call.

Quick question for you: What is the right way to load a dishwasher?

What is the “Change” Moment of Need? The Change Moment of Need is one of 5 Moments of Need. The 5 Moments of Need is a methodology created by Bob Mosher and Conrad Gottfredson to help Learning & Development teams identify the learning opportunities for employees.