Employee/Customer Onboarding, Training and Enablement

What would cause a ScreenSteps implementation to fail at my contact center?

Greg DeVore - Jul 22, 2020 9:30:56 AM

Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.

Topics: Call-Center

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If I use scripts in ScreenSteps, won't my agents sound robotic?

Greg DeVore - Jul 8, 2020 2:55:01 PM

You're concerned that if you use scripts in your call center then your agents will sound robotic. We get it. In this article, I'm going to discuss the pros and cons of scripts and how to get all of the benefits of providing suggested text (or prompts) without the robotic downside of scripts.

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

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.

Topics: Call-Center

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Prevent Agents From Giving Outdated Advice When Procedures Change at a Medical Practice

Jonathan DeVore - Apr 8, 2020 12:41:35 PM

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.

Topics: Call-Center- workflow article

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How to Prevent Agents From Saying the Wrong Words When Things Change at a Financial Institution

Jonathan DeVore - Apr 7, 2020 6:19:11 AM

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?

Topics: Call-Center- workflow article

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3 Tips for Communicating Changes to Work From Home Call Center Agents

Greg DeVore - Apr 3, 2020 6:13:35 PM

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:

  1. Your processes and information are changing faster than ever.
  2. Your team is now spread out with no simple way to gather everyone together in the same room.
  3. 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.

Topics: Call-Center

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5 Metrics That Improved at a Support Center Because of ScreenSteps

Jonathan DeVore - Oct 11, 2019 11:29:34 AM

Last year, the ScreenSteps team did a customer story with Stephanie Beal, a manager at a contact center. She told us how she used ScreenSteps to decrease the time-to-proficiency for new agents by 75%.

Before ScreenSteps, it took about 60 days to get new agents to a strong level of proficiency. With ScreenSteps, it took 15 days.

I remember being on the call and asking her to clarify, not sure I fully understood. How could ScreenSteps do that?

Stephanie then broke it down for me and explained how she formatted help articles as "call flows" that could walk support agents through any customer interaction. She continued to explain her main focus during new-hire training was to teach new agents how to use those call flows efficiently so that agents could help a customer on a call without having to memorize everything first.

Topics: Call-Center- workflow article

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7 Myths About Training Employees and Temps

Jonathan DeVore - May 22, 2019 11:10:55 AM

In the training world, it’s easy to just do what everybody else does. But there are a number of misconceptions about training that you should be aware of.

Topics: Call-Center

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