Employee/Customer Onboarding, Training and Enablement

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

Blog Feature

Call-Center

By: Jonathan DeVore
June 3rd, 2020

If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.

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Live Training | Training | Documentation

By: Jonathan DeVore
June 1st, 2020

During the first five minutes of any software trial, you have to make one decision: Should I invest more time learning about this software or should I move on to something else? When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.

Blog Feature

Live Training | Training | Documentation

By: Jonathan DeVore
May 27th, 2020

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.

Blog Feature

Live Training | Training

By: Jonathan DeVore
May 22nd, 2020

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.

Blog Feature

Live Training | Training

By: Jonathan DeVore
May 20th, 2020

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

Blog Feature

Live Training | Training

By: Jonathan DeVore
May 19th, 2020

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero Memorization Training approach.

Blog Feature

By: Greg DeVore
May 1st, 2020

We’ll explore the pros and cons of each approach, as well as the tools you will need for each one.

Blog Feature

Call-Center | workflow article

By: Jonathan DeVore
April 8th, 2020

Right now, things are changing every day. Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents? It ain't Zoom, Slack, or email! In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.

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Call-Center | workflow article

By: Jonathan DeVore
April 7th, 2020

Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year." But...pushback from customers made management rethink that policy. So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future." Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?

Blog Feature

Call-Center

By: Greg DeVore
April 3rd, 2020

With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges: Your processes and information are changing faster than ever. Your team is now spread out with no simple way to gather everyone together in the same room. Many of your agents are stressed about what is going on the world and fearful of what the economic impact will be on them and their families.