The ScreenSteps Blog for Onboarding, Training, and Enablement | Call-Center (4)

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Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

Training Events | Live Training | Onboarding | Call-Center

3 Missing Elements You Need to Include in Employee Onboard Training

By: Jonathan DeVore
March 15th, 2018

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:

Blog Feature

Software Documentation Tips | Call-Center | Ed Tech

Teaching vs. Reminding

By: Greg DeVore
November 2nd, 2016

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.

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