CONTACT CENTER KNOWLEDGE BASE & TRAINING FRAMEWORK
Reduce agent mistakes, questions, and training time with interactive call flows, troubleshooting guides, training & performance support, and more.
When call centers rely on tribal knowledge, shoulder taps, or hard-to-find and hard-to-follow documentation, metrics suffer.
To drive real operational improvements, you need to create a better system for transferring knowledge from call center supervisors and trainers to call center agents (both new and tenured).
With an integrated knowledge base software and training & performance support solution, you can create an environment where agents are confident handling any call consistently, no matter the complexity, all with less training and less supervision.
When call centers and contact centers implement a knowledge transfer strategy that puts knowledge at their agents' fingertips, right when they need it, they create a sustainable team of consistent, confident, and independent agents.
This results in faster training, improved metrics, and a stress-free workplace.
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Improving performance and training at your contact center requires creating a better system for transferring knowledge from those who know to those who do. To transfer knowledge faster and more effectively, you need two key components: better technology and better frameworks.
Technology
Create, manage, and use digital guides for consistent & independent agents
Framework
A proven framework for faster agent training and better call center performance.
KNOWLEDGE BASE SOFTWARE FOR CONTACT CENTERS
When you equip your agents with a knowledge base software that allows them to easily find and follow the right process, at the right time, everything runs smoother. Handle times decrease, first call resolutions increase, caller satisfaction improves, and so much more.
Help your contact center agents know what to say, ask, and do without any memorization.
Make every agent an expert problem solver with step-by-step guides for complex issues.
Create checklists that adapt to the needs of both new and experienced employees.
Let agents stay in one screen by putting your answers right where your employees have questions.
Give agents a direct line to all their answers with a Google-like search dedicated to your call center.
Set up automated reminders for you or a team member to review and verify article information.
Send announcements and notices directly to ScreenSteps end-users so users are always up-to-date.
Understand exactly how your knowledge base is being used for continuous optimizations and improvements.
Learn more about single sign-on, APIs and other ways to connect ScreenSteps to your existing software and systems.
FREE RESOURCE
Learn a 5-stage process for building and running a Find & Follow Training program that gets new agents comfortably and competently taking calls in 30 days or less.
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Learn the basics of knowledge base software and determine if a knowledge base would be helpful for your contact center.
Use this model to understand how your contact center is currently using knowledge, and what you can do to improve your knowledge operations.
A monthly newsletter for better knowledge operations by Greg DeVore, CEO & Founder of ScreenSteps.
