Interactive Conversation Flows

Enable your call agents to handle any situation in a natural, conversational way – no matter where they take the call.

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What are
Interactive Conversation Flows?

With a ScreenSteps Interactive Conversation Flow, you can guide your agents through any situation by including scripts and decision trees (what to say), checklists and prompts (what to do) and step-by-step instructions that include screenshots (how to do it).

When your agents know what to say, what to do, and how to do it, then each call can be handled perfectly, every time – whether from home or at the office.

Real ROI

Using Scenario-Based Training, ScreenSteps has helped organizations save hundreds of thousands of dollars in training and employee scaling costs.

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Real results from real customers

Interactive Call Flows don't just look good - they actually help your call center improve its metrics

Less Time Training

Decreased classroom training time from 14 days to 6 days.

60% improvement

Faster Time to Proficiency

Decreased time to proficiency for new hires from 60 days to 6 days.

90% improvement

Lower Handle Time

Decreased average handle time by 90 seconds, from 8:00 to 6:30.

19% improvement

Decreased Post-Call Work

Decreased post-call work time from 3 minutes to under 60 seconds.

67% improvement

Higher QA Scores

Improved QA scores by an average of 8 points.

10% improvement

Improved Agent Retention

New hires stopped quitting during training.

Better retention

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What are Interactive Conversation Flows?

Would you rather have agents follow confusing
flowcharts and procedures

icf-flowchart

Or easy-to-follow cards and an Interactive
Conversation Flow

icf-screensteps

Consistent Responses Every Call

Help all of your agents use best practices when responding to calls

Ask the best questions

Troubleshoot any problem

Perform tasks in the most efficient way

Navigate any situation no matter how complex

Drop Word and use ScreenSteps. Make your knowledge-transfer strategy work.

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