The problem with constant emails, chat messages, and web meetings is that your agents can't remember it all (or find the most up-to-date information) during a call, leading to:
With ScreenSteps, you create a single source of up-to-date information (including processes and procedures) that your agents can reference during a call, leading to:
Our team can help you get setup.
If you address your 5 most pressing issues with conversation flows you will instantly decrease agent questions and mistakes. This will give you more time to focus on other needs in your contact center.
When agents follow ScreenSteps Conversation Flows on each call, you never need to re-train them when a procedure changes. All you need to do is update the Conversation Flow in ScreenSteps and your agents will have access to the latest information and procedures.
As you continue to address new situations by creating or updating existing conversation flows you will become more responsive to customer needs without having to spend more time in training sessions.
No. It will actually help them work faster. One contact center had a 25% decrease in handle time when they moved their new and experienced agents to interactive conversation flows.
No. You may need help for your first few conversation flows but after that it becomes very simple. We find it helpful to have a member of our team create the first 2-3 conversation flows for you. After you see your procedures and scripts in a conversation flow it becomes pretty simple to create new ones on your own.
Yes. We will: