If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?" That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move. In this video, you'll see how and when ScreenSteps would be used by your reps, what it looks like to use the different types of resources, how they can organize ScreenSteps on their desktop/laptop computer, and you'll learn a few tips for improving adoption of ScreenSteps.
If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps. The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.
If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are: "What does the process look like for filling up my knowledge base with content?" "How can we update and maintain ScreenSteps?" Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps. So we made a short video that explains how you go from an empty ScreenSteps knowledge base to a full ScreenSteps knowledge base, and what you can do to make sure it's always up to date with accurate information.
If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.
Are you a little embarrassed by what your call flows look like? If you are, it's not your fault. You just haven't been given the right tools for creating effective call flows. We often get asked how ScreenSteps can help call centers improve their call flows, so we put together a short video (less than 2 minutes long) that explains exactly that!
Life in a call center moves fast. As a trainer or director, it seems that there is always a new training issue that is cropping up. One task that can take a very long time is writing new call flows for your agents.
They have many names. You might call them call flows, call guides, call scripts, or tip sheets. Regardless of what you call them, they all have the same purpose - to help your agents know what to say, ask, and do. But, if we are honest with ourselves, not all call flows (that's what we will call them for the sake of this article) do a great job of this. Agents may complain that they are hard to use, they may continue to make mistakes even when they are using them, or they may not use them at all. Why? Because a lot of call flows are complicated. Sometimes you can simplify them, but sometimes the process the agent has to follow is complicated. And complicated things are hard to communicate. It would be wonderful if there really was that Staples button that could make everything "Easy", but unfortunately that only happens on TV.
Chances are, if you are interested in this post, you already know all about HIPAA, but just in case, HIPAA stands for The Health Insurance Portability and Accountability Act. This Act was signed into law in 1996 to in part, keep patients’ medical information safe. If your organization manages this type of information, you’re probably wondering if ScreenSteps is HIPAA compliant. This answer is no, and that you don't really need ScreenSteps to be HIPPA compliant to use it.
So, you've decided that you need to move your training docs to an online knowledge base or wiki. You've heard of both Confluence and ScreenSteps but aren't sure what the real differences are and which one you should choose. In this article, I will try to highlight the differences between the two platforms and how effective they will be as a training and performance support platform in your business. Why should you listen to me on this subject? I have been working in the knowledge management industry since 2003 and have talked with many people who are thrilled with or frustrated with both Confluence and ScreenSteps, so I can point out what people love and hate about each platform. Now, please be aware that I work for ScreenSteps, but I am going to do my best to give you an honest comparison of the two platforms for the specific purpose of training and supporting your employees. If your use case is different, then this article may not be that useful to you. My ultimate goal is to help you make the right decision on a knowledge management and training platform for your business.
Are you considering WalkMe for your call center? It looks promising. The feature looks fantastic, but you are a little taken aback by the price? WalkMe comes with a hefty price tag, so you want to make sure you are making the right choice before you invest that much money. And so you have started looking for other options and that is how you ended up here. In this short article I am going to point out some key differences between WalkMe and ScreenSteps and how both can benefit your call center. I'm the CEO of ScreenSteps and have been asked this question a lot of times since ScreenSteps often gets considered along with WalkMe. I'm going to do my best to answer your question impartially, but obviously I have a bias towards ScreenSteps.
