Knowledge Base for Call Centers and Contact Centers
Reduce agent mistakes, questions, and training time with interactive guides and training program for your call center agents.
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.
ANSWER
With a ScreenSteps knowledge base, agents can easily find answers to all of their questions within seconds and without having to put callers on hold. All of your job aides and digital guides are in one centralized location.
GUIDE
Using call flows, decision trees, troubleshooting guides, and the ScreenSteps browser extension, agents are guided trough every process and procedure, no matter how complex or stressful the situation. No mistakes and no questions.
TRAIN
Using ScreenSteps' courses and the Find & Follow Training Framework, create a repeatable training program that develops knowledgeable, consistent, and efficient agents in 30 days or less.
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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 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.
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.
Learn a 5-stage process for building and running a training program that gets new agents comfortably and competently taking calls in 30 days or less.
Don't just take our word for it — check out the proof. Explore these customer stories from call centers we've worked with.
