Greg DeVore
@gdevore
Entrepreneur and CEO at ScreenSteps - Integrating on-boarding, training and knowledge base support
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Common Questions We Get About Using ScreenSteps with Call Agents step.tips/3eP2OKU
What would cause a ScreenSteps implementation to fail at my contact center? step.tips/30IGNbI
blog.screensteps.com
What would cause a ScreenSteps implementation to fail at my contact center?
Not every implementation is successful. If you are considering implementing ScreenSteps at your call center, here is how it could fail.
If improving your training process and outcomes in your contact center is critical right now, take 90 seconds to watch this video. Can ScreenSteps Help Your Contact Center? step.tips/2A9uCLN
What Does Zero-Memorization Training Look Like? step.tips/3d6sjaf
Are you writing a help article or a performance aid? Do you want to improve training or performance results? Too often we focus on "help" and "training" when we should be focused on supporting performance WITHOUT requiring additional training.
Too often we get into the mindset of just "capturing" or "presenting" information in an article, video, or course. We start discussions about learning styles, engagement, etc. But none of this matters if we don't understand how, when, and where the information will be used.
I have been thinking a lot about the difference between progress and perfection. In too many areas of our businesses and personal lives, we let a desire for PERFECTION impede our opportunities for PROGRESS. I discuss this in the video below and how it c…lnkd.in/eYjNYQ9
We are going to talk about 5 tips today for dealing with a massive transition to remote working/learning
During rapid change you need to adopt a "no memorization required" approach to training. Webinar on Tuesday: step.tips/3aPbajU
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2UhCqne by @gdevore
blog.screensteps.com
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps
It can be a challenge to document complex tasks in a way that is clear to your customers/employees. But 3 tools in ScreenSteps can make it easier to simplify complex processes.
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2FOJU7f
blog.screensteps.com
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps
It can be a challenge to document complex tasks in a way that is clear to your customers/employees. But 3 tools in ScreenSteps can make it easier to simplify complex processes.
What if your call center agents never had to feel stupid? step.tips/2Ox6dlS
blog.screensteps.com
Your Call Center Agents Don't Want to Feel Stupid [Video]
When you overwhelm your call center agents with too much information to memorize, you can make them feel stupid. This video discusses who you can increase your agents' confidence instead of making...
This #cctr made two small changes to its onboarding process. The result? 75% lower agent ramp up time! 😱Find out how: ubm.io/Ramp-Up-Time via @gdevore #CX #custserv
This simple method has been the key to helping many of our customers instantly decrease help desk requests using their knowledge base: blog.screensteps.com/how-to-fill-yo…
A3: Create a helpful but empowering culture. If you just focus on being willing to help each other, but don't at the same time create resources that help an agent solve problems themselves you create a dependent culture #icmichat
A7: 1. Make a list of the real jobs they have to do 2. Ask yourself, if I had no idea how to do this, what information would I need? 3. Create resources that answer those questions 4. Format them for speed 5. Train your agents on how to use them #icmichat
A6: You need to make social connectedness a deliberate part of the training. It can naturally happen for onsite employees, but needs to be proactively planned for with remote workers #icmichat
A5: I think it is helping management have a realistic view of what can be accomplished in onboarding. Too many focus on information that needs to be delivered, assuming that it will be retained. You have to have a plan in place for when they forget what they were taught #icmichat
A4: We had one customer that reduced Time to Proficiency from 60+ days to around 15. The key was decreasing what they had to memorize and formatting help guides so that they could be used in "in the moment" #ICMIchat
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