Search is definitely the #1 reason call centers are ready to dump SharePoint and other knowledge systems. One call center says ScreenSteps is like their company’s Google because they just type in keywords to find the relevant procedure, policy, or job aid. When reps can find everything they need in one location, it makes their lives a lot easier. Everything can be found on their ScreenSteps knowledge base website.Īnother call center was able to consolidate hundreds of OneNote documents in ScreenSteps making it much easier for their reps to locate what they needed. This means that reps don’t have to click and open up 50 different PDFs and Word docs to find answers throughout the day. They consolidated over 50 documents - procedures, policies, troubleshooting guides, error codes - into ScreenSteps. One call center that uses ScreenSteps calls it “The Brain” because it has all the information a rep would need to handle a call. If they use the Browser Extension, then your clients can make it even simpler for agents to access the guides since they can find what they need without leaving the screen they are working on. ScreenSteps makes it so that everything is in one location and they only need to have one window open to access all of that information. Reps will have a few PDFs, Word docs, Excel spreadsheets, and web pages opened because their procedures and job aids are scattered between all of those resources. This is because it is difficult for agents to find the resources they need in order to handle interactions successfully. Often we see call center agents with over a dozen applications, windows, and documents open in order to handle calls during the day. How many windows and documents do agents need to keep open to do their job? Reduce the number of windows and documents When your clients adopt ScreenSteps, the added value comes in many forms, including simpler tools for knowing what to do, the ability to complete tasks independently, and creating a sustainable work environment. Simplifying the agent’s experienceĪgent experience is a big topic right now, and the question is, how can you help a call center’s agents have a positive experience while handling calls? Streamlining onboarding and cross-training employeesĮach of the 38 ways is articulated as benefits that ScreenSteps provides to your clients.For easy browsing, I’ve organized the list into 5 overarching categories: I’ve seen how ScreenSteps can help call centers run more smoothly and how consultants can use ScreenSteps to strengthen their relationships with their customers.īelow, I share 38 ways you can use ScreenSteps to add value to your clients’ contact center. Over the past 7 years, I’ve worked with hundreds of customers, consultants, BPOs, and call centers. What value would you be adding to your call center clients if you were to recommend ScreenSteps? As a consultant that helps call centers find solutions to their problems, you know that not every solution out there is right for your clients.Īnd that can be stressful trying to decide which technology solutions to present to your clients - you don’t want to waste their time, but you also want to continue providing value by recommending solutions that would be a good fit for their company.Īfter looking through ScreenSteps features, you may be wondering what sets ScreenSteps apart from other knowledge bases.
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