The Solution: Easy-to-find and easy-to-follow guides
The company realized they needed consistency. They needed consistency in the way reps handled calls and in the experience the customer received.
To do this, the company needed a platform that allowed subject matter experts to create interactive troubleshooting guides and call flows that reps could follow while on the call.
They then needed to be able to organize all of their resources into a searchable knowledge base, allowing reps to find the exact procedure they needed within seconds.
With ScreenSteps, the company created interactive troubleshooting guides using Workflows. With these unique types of guides, trainers were able to create responsive, step-by-step instructions that their contact center reps could follow while talking to the caller.
Contact center reps no longer needed to remember complex processes or attempt to decipher technical documentation. The interactive, easy-to-follow guides would navigate reps through all of the prompts, questions and tasks to properly troubleshoot an error the same way, every time.
With better troubleshooting processes identified, all agents could instantly adapt to the improved process, further decreasing errors.
Also, with their ScreenSteps knowledge base, they had access to a more robust search engine. This made it easier to use keyword search to find specific procedures and troubleshooting guides. As soon as a rep determines the purpose of a call, they can type in keywords and, in less than three seconds, locate the correct resource.