Employee/Customer Onboarding, Training and Enablement

3 Reasons it Takes so Long For Call Center Reps to be Proficient

Jonathan DeVore - Oct 22, 2020 2:03:00 PM

Is it taking longer than you’d like for your new call center reps to be proficient at handling calls, and you’re not really sure why? 

Topics: Documentation- Call-Center

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Using the Workbook Download to Document Your Processes

Jonathan DeVore - Oct 21, 2020 12:18:45 PM

If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?"

To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.

Topics: Documentation- Call-Center

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A Quick ScreenSteps Demonstration for Call Centers

Jonathan DeVore - Oct 20, 2020 4:57:10 PM

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.

Topics: Call-Center

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The True Cost of Training a New Agent in the Call Center

Rebecca Lane - Oct 9, 2020 11:10:20 AM



Topics: Call-Center

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How Can You Write Better Call Guides for Reps Scheduling Medical Patients?

Jonathan DeVore - Sep 21, 2020 5:05:17 PM

Are your agents struggling with patient scheduling? Especially during the pandemic when protocols seems to change almost on a daily basis?

We recorded a discussion over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The discussion is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!

Topics: Call-Center- workflow article

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How Will My Call Center Reps Use ScreenSteps?

Jonathan DeVore - Sep 2, 2020 11:51:16 AM

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.

Topics: Call-Center

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What Type of Procedures and Guides Should You Send us?

Jonathan DeVore - Sep 1, 2020 12:08:03 PM

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.

Topics: Call-Center

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What's the Process for Filling Up ScreenSteps with Content?

Jonathan DeVore - Sep 1, 2020 9:10:15 AM

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are:

  1. "What does the process look like for filling up my knowledge base with content?"
  2. "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.

Topics: Call-Center- authoring

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CCW Workshop | 4 Keys to Great Call Center Guides

Jonathan DeVore - Aug 31, 2020 3:30:04 PM

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.

Topics: Call-Center

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Are your call flows a little messy? Do you want to improve them?

Jonathan DeVore - Aug 25, 2020 2:41:55 PM

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!

Topics: Call-Center

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