Employee/Customer Onboarding, Training and Enablement

How Can You Write Better Call Guides for Reps Scheduling Medical Patients?

Jonathan DeVore - Sep 21, 2020 5:05:17 PM

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!

Topics: Call-Center- workflow article

Read More

Prevent Agents From Giving Outdated Advice When Procedures Change at a Medical Practice

Jonathan DeVore - Apr 8, 2020 12:41:35 PM

Right now, things are changing every day.

Company policies, national policies, world-wide policies––everything is affecting how you do business and how your agents are supposed to handle calls. So, when policies and procedures are changing all the time, what's the best approach for communicating those changes to your call agents?

It ain't Zoom, Slack, or email!

In the video below, I show you how to use Interactive Conversation Flows to make sure changes to policies and procedures are applied to each and every phone call. The example is of a call agent scheduling a doctor's appointment.

Topics: Call-Center- workflow article

Read More

How to Prevent Agents From Saying the Wrong Words When Things Change at a Financial Institution

Jonathan DeVore - Apr 7, 2020 6:19:11 AM

Yesterday, call agents were supposed to say, "Unfortunately, we cannot give you a refund. We can only book you for the exact same time next year."

But...pushback from customers made management rethink that policy.  

So today, your call agents are supposed to say, "While we cannot give you a refund, we can give you credit towards any service you'd like to purchase in the future."

Here's the big question: How can you ensure that your agents share that updated information correctly (and consistently) the moment the new policy goes into effect?

Topics: Call-Center- workflow article

Read More

How I Turned a Poorly Formatted 'If/Then' Troubleshooting Guide Into an Awesome Workflow Article

Jonathan DeVore - Nov 12, 2019 3:40:22 PM

Last week, I was trying to figure out why my home printer wasn't printing.

While searching the web for an answer, I came across this help article from Epson (the kind of printer I have):

While reading this article, I noticed that it had a lot of "if this...then that..." type of instructions. I instantly thought, "Holy smokes! This would be so much better as a Workflow Article!"

So I took on the challenge of recreating it as a Workflow Article for the sole purpose of demonstrating how you can take some of your help articles that have "If this...then that..." type of instructions and turn them into Workflow Articles that are way better.

You can go right to the example article Workflow Article I created by clicking here >> Epson Example Workflow to see what it looks like and how it flows. Below, I show you how I went about turning the original Epson help article into the amazing ScreenSteps Workflow Article so you can see how a ScreenSteps Workflow Article could replace (and dramatically improve) your traditional troubleshooting guides.

Topics: workflow article

Read More

Why You Need to Create Expert Templates For Customers and Employees

Jonathan DeVore - Oct 15, 2019 1:28:39 PM

A buzzword that's been going around for quite some time is "Knowledge Management."

The idea is that subject matter experts can write down what they know in knowledge articles and transfer their knowledge to somebody else.

 But here's where organizations are getting a little confused – transferring knowledge isn't the ultimate goal of knowledge management. Writing down everything you know so that somebody else can read a bunch of information isn't really what managers and executives want.

Topics: New Feature- workflow article

Read More

5 Metrics That Improved at a Support Center Because of ScreenSteps

Jonathan DeVore - Oct 11, 2019 11:29:34 AM

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.

Topics: Call-Center- workflow article

Read More

Article Makeover: Modifying a Chargify Help Article Using Workflows

Jonathan DeVore - Oct 8, 2019 2:27:50 PM

Chargify is a SaaS product for managing revenue. I was checking out its customer support knowledge base and saw a few help articles that could potentially be a little easier to read if they were converted into workflow articles.

In this blog post, I'll walk you through how I (if Chargify ever asked me to) would make over the article using the ScreenSteps Workflow Article type.

Topics: workflow article

Read More

Article Makeover: Modifying a FullStory Help Article Using Workflows

Jonathan DeVore - Oct 3, 2019 10:09:38 AM

FullStory is an amazing application that helps developers and designers "fine-tune the customer experience." And from the looks of it, Fullstory uses Zendesk Help Center to manage its knowledge base.

And it looks really great!

But, while reviewing their help documentation, I noticed several articles that could (IMHO) be clearer if they were workflow articles. This blog post will walk through how I (if FullStory ever asked me to) would make over the article by using the ScreenSteps workflow article.

Topics: workflow article

Read More

3 Reasons Workflow Articles Make Operating Procedures Easier to Read

Jonathan DeVore - Oct 1, 2019 6:39:31 PM

The ScreenSteps team has been helping customers create workflow articles, and the most frequently heard comment has been, "Workflow articles make this procedure so much easier to understand."

Topics: workflow article

Read More

How to Convert Articles With Foldable Sections Into Workflow Articles

Jonathan DeVore - Sep 27, 2019 2:43:55 PM

The ScreenSteps knowledge base has an article that explains how to download the desktop editor.

Since ScreenSteps customers have one of two operating systems (Mac or Windows), we needed to create an article that would show customers how to download the desktop editor for either of those two systems.

It looked like this...

Topics: workflow article

Read More

Free Training Tips

Subscribe For Employee Training Best Practices

We talk about rollout training, onboard training, and writing better standard operating procedures

Subscribe to Email Updates

100% Privacy. No Spam.