Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

Training | Documentation | Call-Center

By: Jonathan DeVore
November 5th, 2020

Tell me if this sounds familiar... You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date. Or maybe you're in this boat... You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.

Blog Feature

Training | Call-Center

By: Jonathan DeVore
November 2nd, 2020

Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But how can you improve QA scores? And how can you improve CSAT?

Blog Feature

By: Greg DeVore
October 30th, 2020

We all have to deal with change — especially if you work in a call center! Change can cause chaos, which is often manifested through longer training times, decreased QA scores, increased hold time, etc. But it is possible to build a training program that is resilient to change.  In this recorded web training, we explain how you can create a training program that can handle changes in people (new hires), processes, or location (WFH or on site). Watch the 30-minute video below to learn how, or jump to the section you need with the Table of Contents. Table of Contents: 0:50 – What do your customers want? 1:42 – How can you give customers what they want when you are going through change? 4:54 – Keys to building a resilient plan 5:18 – How do you systematize a call? 6:10 – Zero Memorization 🔎 Related: Save time training with Zero Memorization 9:34 – Step 1: Identify and systematize your calls (with an example) 17:22 – Step 2: Turn those systems into searchable call flows (with an example) 23:03 – Step 3: Train agents to use the call flows 25:22 – Step 4: Iterate, improve, and adapt 29:34 – Build a resilient call center with ScreenSteps

Blog Feature

Documentation | Call-Center

By: Jonathan DeVore
October 21st, 2020

If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?" To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.

Blog Feature

Call-Center

By: Jonathan DeVore
October 20th, 2020

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.

Blog Feature

By: Jonathan DeVore
October 16th, 2020

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your business.

Blog Feature

By: Greg DeVore
September 24th, 2020

Call Centers love metrics. We talk about QA scores, CSAT scores, Average Handle Time, Hold Time, etc., etc. But how much do you know about Time to Proficiency and how it affects your call center? In this article we are going to dive deep into Time to Proficiency. We will answer the following questions: What is Time to Proficiency? How does Time to Proficiency affect the metrics in your call center? How does Time to Proficiency affect the people in your call center? How do you measure Time to Proficiency? What are typical Time to Proficiency’s for call centers? How much does a high Time to Proficiency cost your call center? How can you decrease your Time to Proficiency?

Blog Feature

By: Greg DeVore
September 22nd, 2020

So, you just started a trial of ScreenSteps because someone told you it would be really easy to create guides with screenshots in them. Or maybe you just stumbled across ScreenSteps while you were searching around for a way to speed up the process of creating the help guides you need for your team. And at this point, all you really want is to be able to create a Word or PDF file that you can give to people during training. You don't want to have to deal with publishing a knowledge base or having to send people logins to a new system.