The worksheet is a Google Sheet that will help you identify:
When you fill out the worksheet, you'll have more clarity on how you can better serve your reps and help them confidently handle calls.
I don't know a single supervisor or manager who purposely makes their reps' jobs harder. You want to help them so that they can better serve customers and callers.
The challenge is that you may not know the best way to go about helping them.
This worksheet gives you an opportunity to organize your thoughts and match the questions they are being asked to the best type of resource that will help them answer it.
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