Employee/Customer Onboarding, Training and Enablement

Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps

Greg DeVore - Apr 3, 2019 5:16:42 PM

The problem with documenting complex procedures and workflows

Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for.

Topics: ScreenSteps Employee Training Platform- Call-Center- Ed Tech

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Your Call Center Agents Don't Want to Feel Stupid [Video]

Greg DeVore - Mar 28, 2019 2:58:50 PM

Call Center Managers often struggle with agent churn. Churn rates in the call center industry are extremely high, especially early on in the agent's time with the company. What many managers don't realize is that many of their agents "feel stupid". They are thrown into situations where they don't know the answers and are constantly having to either put the customer on hold while they talk to their co-worker, or pass the customer onto their manager. 

Topics: Call-Center

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How to fill your knowledge base in less time

Greg DeVore - Feb 7, 2019 5:01:19 PM

THE biggest challenge that we see companies encounter is getting started creating content.

We see two camps:

  • The "Document Everything We Can Think of" crowd
  • The "Create the Perfect Plan Before We Start" crowd

They both run into trouble. The first group starts out really strong, but quickly gets burned out. The worst part is they spend a lot of time writing articles that no one ever uses.

Topics: Call-Center- Ed Tech

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3 Missing Elements You Need to Include in Employee Onboard Training

Jonathan DeVore - Mar 15, 2018 12:58:32 PM

When a manager sits down to "train" a new employee, the main focus is almost always on how to use the system.

But that approach leaves everybody frustrated. The employee doesn't actually know the context of when she should be doing those actions, NOR can she remember everything the manager showed her. And the manager is frustrated because he notices that the employee seems to constantly interrupt him with questions.

It's a lose-lose-lose (the system loses in this case, too) situation.

Instead of only focusing on showing employees how a system works, I recommend focusing on all 3 of these elements:

Topics: Training Events- Live Training- Onboarding- Call-Center

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Teaching vs. Reminding

Greg DeVore - Nov 2, 2016 7:17:00 AM

If you are building a knowledge base for customer support or for internal training, then it is important to keep in mind what you want the article to accomplish.

In a perfect world you could write one article and use it for training, onboarding and support. And this is the approach that many people take. But it is a big mistake.

When someone needs to be trained, their needs are very different from when she need to be reminded.

The person who is being trained needs to understand concepts, definitions and workflows. The person who just needs a quick reminder only needs a quick step-by-step guide.

Topics: Software Documentation Tips- Call-Center- Ed Tech

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