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.