As a consultant, you have all the right answers. At least, that’s what your clients believe when they come to you to solve their problems.

Congratulations! Your company is growing, which means your team is growing. Or maybe there are operation changes happening. Either way, it’s an exciting time at your company.

You've decided to try ScreenSteps and you know you need to create content to fill your knowledge base — but the reality is you don't have any bandwidth left to get it done.

If you've decided to use ScreenSteps and already have a lot of learning content stored as PDF, Word, or in your wiki, you probably don't want to leave it behind. Which means you'll have to migrate it into ScreenSteps.

2020 gave us all a crash course in virtual learning. One day we were all able to carry out our trusty training programs in a classroom and the next day — boom — all training had to be conducted online.

It’s that time of year again for your call center. You know it well. It’s the time when the number of incoming calls increases by 4X — it’s your busy season. You know the feelings surrounding your busiest season: supervisors are overworked from being pulled in a thousand directions, experienced agents are overwhelmed from covering complex calls, and new hires/seasonal workers are nervous (sometimes even making themselves physically ill from fear of answering calls).

There’s something you should know — your call center agents don’t want to read technical call center guides. I know. It hurts. Technical guides take a lot of time to create and they have a ton of detail. But they’re no fun to read. Unfortunately, the reality is that relying on technical guides is unavoidable in many situations.

Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? Reps quit out of the blue after the first week. No one's interacting (except for that ONE who always chimes in before anybody else can contribute). And when reps get on the call with an actual caller, they're either getting physically ill or going completely blank — like they haven't just spent 6 weeks in training?

Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.

Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day! But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.