Jonathan DeVore

By: Jonathan DeVore on July 12th, 2021

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2 Tips for Rolling ScreenSteps Out to Your Call Center [Video]

It can feel a little overwhelming to replace your existing knowledge base. From preparing your ScreenSteps site to migrating your content, there is a lot to do before you launch ScreenSteps in your company.

Over the past couple of years, I’ve been helping call centers move out of their SharePoint document libraries and into ScreenSteps.

While doing this, I’ve noticed that the move can feel a little intimidating, partly because there’s this belief that it must all be done at once. So I’ve got some good news — you don’t have to do it all at once.

Watch the video for two approaches to rolling out your content in ScreenSteps. Following these tips can make the transition to ScreenSteps much more manageable.

HubSpot Video

1. Focus on one group

A lot of call centers break their agents out into different groups. Instead of rolling out ScreenSteps to the entire company at once, some companies decide to roll out ScreenSteps out to just one group at a time.

In this situation, we focused on the smaller groups at first. Once we completely transitioned to ScreenSteps for that group, we moved on to the next group.

Another way to apply this approach is by separating groups by the different products they support. We prepared ScreenSteps articles for just one group that was supporting one product. Once that was done, we moved on to the other groups and products.

2. Focus on one event

Second, you can focus on preparing ScreenSteps for an event. For example, if you are bringing on new reps, you can prepare ScreenSteps for them.

This does two things for you: 

  1. It helps you focus on onboarding training materials
  2. Gives you a deadline

If you need new reps to be able to handle 10 types of calls at first and training is happening in two weeks, you know what you need to start with. Gradually, you can add more learning assets and eventually roll ScreenSteps out to all of your tenured reps as well.

We’ve had call centers where the new hires were using ScreenSteps and nothing else while tenured reps were still using the old procedures. Over time, they rolled ScreenSteps out to everyone.

Create a rollout strategy that sets your team up for success

When you switch your knowledge base software to ScreenSteps, it can be intimidating to think about all the content you need to prepare for your employees. 

However, the task becomes manageable when you recognize that you don't have to do it all at once. There are multiple approaches to rolling your ScreenSteps site out to your call center.

And of course, if you need our help, the ScreenSteps team is ready to work with you to migrate content into ScreenSteps, help you plan your rollout or training strategy, and optimize your procedures.

Talk to a ScreenSteps representative to help you decide the best approach for your company.


About Jonathan DeVore

Customer Success