How do you navigate the world of knowledge transfer?

Writing a training manual for your call center is tough. You have a plethora of knowledge and experience that you want to capture in your training manual. But, if you put too much information in one manual, then it will overwhelm your agents. But too little information leaves agents lost and confused. So, what are you to do? Essentially, we have a classic tale of Goldilocks and the Three Bears. You don’t want your instructions to be too advanced or too simple, but you want them to be just right so your employees can follow them. Image created via Canva AI As a former journalist, I worked five years balancing the “just right” as I quickly decided how detailed to make my stories. (For every published news article, there are at least 3X the number of notes.) I now use that knowledge as the Content Marketing Manager at ScreenSteps — a knowledge ops solution that helps call centers transfer knowledge faster — to help others balance providing too much and too little information. If you want to curate a “just right” training manual for your call center, here are five sections to include in your training manual. Each section helps you identify essential information you should include in your training manual. FREE DOWNLOADABLES Need help capturing your call flows and procedures? If you are writing call flows and SOPs for your call center, download these free resources to help you get started: Call flow template SOP template packet Digital guide checklist 1. Intake script Every call center agent will need to use your intake script. It’s the most basic call center agent task. An intake script is a series of questions your agents ask customers when they call your company.

Knowledge management is complicated. When you think of training new hires, it seems like a simple thing. But there are different types of knowledge you need to transfer to your employees and people receive that knowledge through different learning methods.

Training new hires at your company can be stressful — especially if you are remote training. But remote training doesn't have to feel hectic or disconnected.

Starting your standard operating procedures (SOPs) from scratch is a daunting task.

Researching call center software is challenging. That’s because there are so many options for call center software and each software covers a different aspect of the operations.

Transferring knowledge from your experts to your employees is challenging. It takes different resources to support training and on-the-job employee support.

Why is it so difficult to keep new hires around? Are entry-level employees quitting in the first weeks or months of working at your credit union?

When most people think about a standard operating procedure, they think about a very formal document that looks something like this.

Is knowledge management causing your company a headache?