Employee/Customer Onboarding, Training and Enablement

How to Build a Resilient Call Center

Greg DeVore - Nov 17, 2020 11:30:38 AM

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. 

Topics: Training- Call-Center

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How Can I Get Call Center Reps Using Our Guides Instead of Asking Me?

Jonathan DeVore - Nov 9, 2020 9:30:00 AM

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.

Topics: Training- Call-Center

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How Should I Document Processes In My Call Center So Reps Use My Guides?

Jonathan DeVore - Nov 5, 2020 9:30:00 AM

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.

Topics: Training- Documentation- Call-Center

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How Can I Improve Call Center QA and CSAT Scores With Better Guides?

Jonathan DeVore - Nov 2, 2020 1:03:03 PM

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?

Topics: Training- Call-Center

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How Will Trainers Be Able to Do Their Job Better With ScreenSteps?

Jonathan DeVore - Sep 16, 2020 11:04:21 AM

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.

Topics: Training- Learning

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Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

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.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

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How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

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.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

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What Does a Zero-Memorization Knowledge Base Look Like?

Jonathan DeVore - May 22, 2020 2:14:40 PM

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.

 

What does zero-memorization kb look like

 

Topics: Live Training- Training

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What Does Zero-Memorization Training Look Like?

Jonathan DeVore - May 20, 2020 12:08:34 PM

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

What does Zero-Mem Training Look like

Topics: Live Training- Training

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What is Zero-Memorization Training?

Jonathan DeVore - May 19, 2020 11:18:37 AM

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero-Memorization Training approach.

What is Zero Memorization Training

Topics: Live Training- Training

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