It’s no secret — training isn’t cheap. Training new call center agents can be both time consuming and expensive.
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!
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.
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.
If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are: "What does the process look like for filling up my knowledge base with content?" "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.
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.
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!
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.
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.
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.