Blog

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 | Call-Center

By: Rebecca Lane
April 2nd, 2021

It’s challenging to know how many agents you’re going to need answering calls on any given day when you work in a call center.

Blog Feature

Onboarding | Training | Teaching | Call-Center

By: Jonathan DeVore
January 14th, 2021

Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? Reps quit out of the blue after the first week. No one's interacting (except for that ONE who always chimes in before anybody else can contribute). And when reps get on the call with an actual caller, they're either getting physically ill or going completely blank — like they haven't just spent 6 weeks in training?

Blog Feature

Training | Call-Center

By: Greg DeVore
November 17th, 2020

Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues. 

Blog Feature

Training | Call-Center

By: Jonathan DeVore
November 9th, 2020

Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions)  doesn't make you a bad person. There's only so much time in the day! But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.

Blog Feature

Training | Documentation | Call-Center

By: Jonathan DeVore
November 5th, 2020

Tell me if this sounds familiar... You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date. Or maybe you're in this boat... You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.

Blog Feature

Training | Call-Center

By: Jonathan DeVore
November 2nd, 2020

Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores. But how can you improve QA scores? And how can you improve CSAT?

Blog Feature

Training | Learning

By: Jonathan DeVore
September 16th, 2020

If you are in charge of training employees (or you are in charge of creating training materials) and your organization is planning on using ScreenSteps, you might be wondering how you will use ScreenSteps to train employees. So in this post, I’m going to explain how ScreenSteps can help you become an even more valuable as a teacher/trainer/content creator.

Blog Feature

Live Training | Training | Documentation

By: Jonathan DeVore
June 1st, 2020

During the first five minutes of any software trial, you have to make one decision: Should I invest more time learning about this software or should I move on to something else? When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.  

Blog Feature

Live Training | Training | Documentation

By: Jonathan DeVore
May 27th, 2020

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.      

Blog Feature

Live Training | Training

By: Jonathan DeVore
May 22nd, 2020

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.