Solution

Discover the Knowledge Ops Platform difference.

Learn a new way to work, train, and support employees.

Launch confidently with one-on-one support at every step.

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Use Cases

Industries

Contact Centers

Explore Customer Stories

Objectives

Employee Performance

Employee Training

Digital Transformation

Change Management

Internal Operations

Customer Self-Service

Succession Planning

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Resources

Where to Start

What is Knowledge Ops?

What is Find & Follow?

Knowledge Ops Maturity Model

Get the Find & Follow Book

All Resources

Weekly Webinars

Find & Follow Book

Learning Center

Guides + eBooks

Partner Program

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Pricing

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How to Write Help Guides that Make Agents Proficient in Less Time

CCW Workshop Recording

Does it take 2+ months for your agents to be proficient?

We talk with a lot of call centers who are experiencing symptoms like...

Long handle times
Long hold times
Taking 2+ months before reps/agents are proficient at handling calls
Supervisors answering dozens of questions from reps

What a lot of call centers don't realize is that these are symptoms of messy protocols, guides, and call flows. The fact is, when your guides aren't easy to find OR use during a call, it makes your reps' job of handling questions and requests a lot more difficult.

The ScreenSteps team can definitely help. We offer consulting and a digital solution that can turn your messy guides into beautifully simple flows and articles that guide reps through any call without needing to memorize anything. If this is something you're looking to do, schedule a demo to learn more about how we can help.

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