The workbook is a Google Sheet that will help you document those processes that are stuck in your head.
When we work with call centers and help them improve their knowledge management, one of the first things we'll do is conduct interviews of the subject matter experts so they can lay out a process for specific calls. This workbook recreates that interview interaction so you can begin laying out your processes.
The workbook is the beginning phase to turning what's in your head into guides that reps can use during a call. Right now, you have anywhere between one and 100 processes that are all up in your head. The first phase is to get an inventory of those processes and begin fleshing out the details.
This workbook will help you do that.
After you complete this workbook, you'll have a great starting point for the next phase, which is creating a guide your reps can follow when they need help handling a call.
Once you fill out the form, you'll see a link. Click the link to view a Google Sheet. If you have a gmail account, then you can "Make a Copy" of the Google Sheet and save it on your drive.
If you don't have a gmail account, you can download the sheet as an Excel file.
“Using ScreenSteps and the Zero-Memorization Training approach, we were able to decrease our employee's time to proficiency from 60 days down to 6 days”
- Stephanie Beal, Contact Center Trainer