Call Center Knowledge Base

Empower your agents to find and follow the right process, at the right time, every time

Allow your trainers to spend more time coaching and teaching agents, and less time telling them where to click and what to say

Improve call center performance, reduce agent training time

Reduction in new agent speed to proficiency
Reduction in Average Handle Time
Reduction in cross-training time
Reduction in new agent attrition

Build a world class call center where agents are confident handling any call

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.

How call centers use ScreenSteps to improve training and operations

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. 

Trusted by call centers worldwide

Rated 4.7 out of 5 stars from Crowd Reviews

Tools to guide call center agents through the most complex processes and procedures with confidence

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. 


Integrate your knowledge base with a training framework that actually works

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.

Discover Find & Follow Training


Are you tired of putting out fires and ready to build a world-class call center?

It's time to take control of your policies and procedures. Schedule a conversation with a knowledge management expert to discuss your call center challenges and get tailored recommendations for better agent performance and training.

employee enablement flywheel

Build an agent enablement flywheel

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. 

employee enablement flywheel

What our customers are saying

“ScreenSteps allowed us to format our documentation into call flows, and that has improved our agent metrics across the board because the call flows walk agents through step-by-step what they should do on any type of call.”

Stephanie Beal | Trainer, Business Process Outsourcer

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“We used to have videos — but nobody watched them after initial training. So later on, our staff would make mistakes and say, "I didn't know." With the Chrome Extension, the tutorials are front and center and you can open it up to find what you need, copy and paste, and reference whenever you need it. It's also reduced interruptions and me having to answer the same process questions over and over.”

Samantha | Trainer

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Empower your agents to find and follow the right process, at the right time, every time.

It can be challenging to empower agents to comfortably handle any process, at any time. You need the right combination of tools, systems, and solutions in place to make this a reality. We're here to help.