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
You have a vision for how your ideal call center could function: every agent would be able to answer questions without putting customers on hold to ask a supervisor.
And you may even have a plan to get there. Unfortunately, you are too busy putting out everyday fires, leaving you with no bandwidth to make your vision a reality.
That’s where ScreenSteps comes in. ScreenSteps provides the guidance, technology, and expertise to help your call center run smoother.
With ScreenSteps’ searchable agent assistance software, call centers have taken their vision for a high-functioning call center and made it their reality.
Our customers have seen as much as 90% less time spent training new agents.
Agents are able to focus on the caller instead of stress about remembering procedures.
Slice Average Hold Time by up to 90%.
Attrition rate decreases as your call center becomes a less stressful place to work.
Managers and supervisors won’t need to answer repeat questions. Instead they can focus on improving the efficiency of your call center.
Shorter training times mean lower training costs and increased agent productivity, which can help you hit performance metrics while controlling headcount.
ScreenSteps makes it easy to adopt best practices for empowering your agents to handle complex situations.
Setting up a new software system in your company can be a daunting task — but we’re here so you don’t have to do it alone.
From developing a content and training strategy to importing and updating articles, our coaches will help train your team with a weekly coaching session to ensure you achieve the vision you have for your call center.
Use these resources to continue gathering information on your own before meeting with a member of our team.
