The ScreenSteps Learning Center

Resources to help you remove the need for memorization in your employee training

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Video

5 Ways ScreenSteps Improves First Call Resolution For Call Centers

How does ScreenSteps help you increase first call resolution in your call center? Here are five ways.

Resource

Article

Word vs ScreenSteps: Which to Use to Write Policies and Procedures?

Compare the features in Microsoft Word and ScreenSteps to help you decide which program will best support your company in writing your policies ...

25 min read

Resource

Article

What is a BPO for a Call Center? When Should I Hire One?

Do you need to hire a BPO for your call center? Or can you handle everything in-house? When you outsource all or part of your call center to a ...

9 min read

Resource

Video

How to Align Your Different Departments For Bank Compliance Training [VIDEO]

A variety of different departments carry out your bank's compliance requirements. The problem is these departments aren't working together.

4.5 mins

Resource

Article

How to Reduce Escalation in a Call Center With Procedures (6 Steps)

It’s no secret — escalation calls in your contact center are costing you time and money. The key to reducing escalations is to document your ...

12 min read

Resource

Article

Call Flow 101: What is a Call Flow? When Do You Need Them?

What is a call flow? Who uses them? And why are they important for call centers? Call flows are an important strategy for handling calls in a ...

12 min read

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