Better caller satisfaction starts with confident agents

Empower confident and consistent agents with trusted guidance, delivered directly to their fingertips

ScreenSteps Digital Guides are findable, followable, trusted

Answers agents can trust, right at their fingertips

When agents don't know how to solve problems or respond to requests, chaos ensues. They put callers on hold, transfer the call, or make mistakes, all of which hurt satisfaction scores. Outdated training, tribal knowledge, and scattered resources leave agents feeling stuck.

ScreenSteps helps contact centers solve this by delivering trusted, step-by-step guidance to agents in seconds. Whether agents are handling complex account issues or following compliance procedures, they can find exactly what they need, when they need it.

How It Works
From chaos to clarity in days

Putting trusted answers at agents' fingertips is easier than you think.
With ScreenSteps, you can be up and running in just a week.

Import + optimize all of your existing, scattered docs

Automatically import and convert existing, scattered documentation into uniform guides that are optimized for search, humans, and AI.
Timeline: 1 day

Fill the gaps with AI-powered authoring tools

Use Clarify AI to quickly get tribal knowledge out of heads and into dynamic guides that walk agents through complex processes.
Timeline: 1 week

Deliver step-by-step guides to employees' fingertips

Put trusted answers at your agents' fingertips with the ScreenSteps knowledge hub, browser extension, and integrations.
Timeline: Ongoing

Optimize overtime for continued accuracy & performance

Leverage analytics, feedback loops, and in-app notifications to ensure your knowledge stays accurate.
Timeline: Ongoing

Bulk Import and Optimization of Documentation

Support confident and consistent agents with a better way to work and train

Give your agents the tools they need to succeed. Schedule a demo with the ScreenSteps team to learn more.

Book a Demo

The Results

How does ScreenSteps impact your contact center?

When contact centers move from tribal knowledge to guided knowledge, everything changes.

Better performance

When agents have trusted guidance at their fingertips, they all work like experts.

Faster training

No more memorization - agents find the guide they need and follow the steps.

Shorter task time

Agents can find the information they need in seconds. No more binder hunting.

Fewer escalations

With trusted guidance, supervisors aren't bogged down with questions and mistakes.

Change resilience

Make change management a breeze with notifications and rapid authoring.

Caller satisfaction

Callers receive the same consistent service, regardless of the agent they talk to.

Safer compliance

Ensure agents are performing the right steps every time (and confirm with analytics).

Supportive workplace

When agents have the tools they need to succeed, they are happier and stay longer.

ScreenSteps Platform Features

Create a Google-like experience for your contact center agents

Unlike SharePoint, click-recording tools, or AI chatbots, ScreenSteps ensures that every guide is findable, followable, and trusted. Here's how.

AI-Powered Knoweldge Capture Tools

Get critical knowledge out of heads, PDFs, and Shared Drives with rapid authoring tools. Apply Find & Follow best practices with AI-powered tools.

Explore Tools

Interactive Digital Guides

Turn complex procedures into clear, step-by-step guides. Account for nuances and decisions with workflows, and never miss a step with interactive checklists.

Explore Digital Guides

ScreenSteps Sidekick

Access your knowledge hub from any web-browser or web-app with the ScreenSteps Sidekick. Integrates directly into agent workflows.

Learn More

Micro-Courses & Learning Paths

Create repeatable training programs with custom courses that enable agents to learn and grow. Combine courses into Learning Paths for continuous learning.

Explore Courses

Change Notifications & Acknowledgements

Keep your whole team up to date and in the loop with Notifications and Announcements. Require agent acknowledgments so you know who has seen the change.

Explore Notifications

Feedback Loops

Keep your knowledge accurate with Feedback Loops, designed to maintain steady communication between authors, admins, and users.

Explore Feedback Loops

"Without ScreenSteps, we would be totally lost. We absolutely rely on ScreenSteps, especially as we're moving to another contact center and ramping up new reps."

— Fred Scott
Operations Supervisor, Baxter Healthcare

"For any new project that we bring into my center, during the very first conversation, my team will say, ‘We need ScreenSteps involved.’ ScreenSteps is at the very beginning of the process, not at the very end."

— Jason Mercer-Pottinger
Operations Director, Baxter Healthcare

"Finding content in SharePoint was a huge challenge. So we switched to ScreenSteps. Now, it's easier to create knowledge articles and easier for employees to find those articles."

— Derek Cisler
Senior Training Manager, Cushman & Wakefield

"It is, in all honesty, the best training program I’ve seen in all of the projects that I’ve been involved with in my 6 years of consulting."

— Ryan O.
Salesforce Support Specialist

The ScreenSteps Difference

How ScreenSteps compares to the alternatives

Customer Success Stories

See how contact centers are thriving with the ScreenSteps platform and framework

Frequently asked questions

What is ScreenSteps and how does it support contact center agents?

How is ScreenSteps different from our internal knowledge base or chatbot?

Can ScreenSteps reduce handle time and escalations?

Does ScreenSteps work with our call center software?

How quickly can we get started?

How does ScreenSteps help with onboarding new agents?

What happens when policies or procedures change?

Turn every agent into an expert

Stop expecting agents to memorize every step and click. Put trusted answers directly at agents' fingertips for confident, consistent service.

Get a Demo