Call Center Knowledge Base
Allow your trainers to spend more time coaching and teaching agents, and less time telling them where to click and what to say
When your call center agents aren't knowledgeable, consistent, and efficient, metrics suffer.
Call center agents need to be empowered with the right tools and systems to be confident and competent when dealing with complexity, stress, and change.
By implementing an integrated knowledge base and training solution, your call center agents know what to ask, say, and do, without extensive training and re-training.
We work with call centers on three different levels to achieve their business goals. Whether you're just looking to centralize your resources, guide agents through the complex, or train new agents in less than 30 days, a ScreenSteps knowledge base can help.
Agents can easily find answers to their questions within seconds and without having to put callers on hold. All of your job aides are centralized in one location.
Using decision trees, call flows, and the ScreenSteps browser extension, agents are guided through processes and procedures, no matter the complexity.
You have a training factory using the Find and Follow Framework that develops agents that are knowledgeable, consistent, and efficient 50% faster.
When you equip your agents with a tool 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 call 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.
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.
Traditional call center training practices are broken. They rely on memorization, which inevitably leads to mistakes, questions, and lost money.
That’s why we created the Find & Follow Training Framework — a radically modern approach to training that gets new hires taking calls with confidence in 30 days or less.
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When call center trainers and operations managers are bogged down by answering questions and putting out fires, it feels like you can never get ahead. The problem is you don't have the tools for enabling agents to handle any call, no matter the complexity.
With a rapid authoring tool, like ScreenSteps, you can easily create and edit digital guides in minutes, not hours. Your agents can easily search, find, and follow these guides, with significantly less training.
This frees up more time for your trainers and managers to be proactive, instead of reactive.
Don't just take our word for it — check out the proof! Explore these customer stories from call centers we've worked with.
