Knowledge Base Software for Contact Centers

Better caller satisfaction starts with confident call center agents

Reduce questions, mistakes, and training time with a call center knowledge base and training program for agents.

Empower every call center agent to handle any procedure, no matter the complexity

Contact center call flow workflow example

When call centers rely on tribal knowledge, shoulder taps, or hard-to-find and hard-to-follow documentation, metrics suffer.

To drive real operational improvements, you need to create a better system for transferring knowledge from call center supervisors and trainers to call center agents (both new and tenured).

ScreenSteps is more than just a call center knowledge base software. It's a Knowledge Ops Platform that gives you all the power of a knowledge base, plus custom courses, feedback loops, rapid authoring, and powerful integrations.

Contact centers worldwide are using ScreenSteps to achieve amazing results

Decrease in Time to Proficiency

Decrease in Average Handle Time

Decrease in cross-training time

Decrease in new agent attrition

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See how contact centers use ScreenSteps

See what your contact center can achieve with a ScreenSteps knowledge base

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Knowledge Base Software Features

Design call flows and troubleshooting guides that agents can find and follow with ease

When you equip your agents with a knowledge base software that allows them to easily find and follow the right process, at the right time, everything runs smoother. Handle times decrease, first call resolutions increase, caller satisfaction improves, and so much more.

Contact Center Knowledge Base Software Explainer Video

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See How it Works

Watch the video!

See How it Works

Rapid knowledge capture →

Get knowledge out of experts' heads and into guides with AI capture and rapid authoring tools.

Dynamic call flows →

Help your contact center agents know what to say, ask, and do without any memorization.

Troubleshooting guides →

Make every agent an expert problem solver with step-by-step guides for complex issues.

Integrate with any web apps →

Let agents stay on one screen by putting your answers right where your agents have questions.

Change notifications →

Send announcements and notices directly to ScreenSteps end-users so users are always up-to-date.

Agent usage analytics →

Understand exactly how your knowledge base is being used for continuous optimizations and improvements.

Build call center agent training programs with micro-courses and learning paths →

Build and deploy micro-courses for new agent training, process change rollouts, digital adoption rollouts, and more.

AI-powered knowledge base features to drive better results at your call center

Use AI-powered knowledge base features to capture, design, and find knowledge faster.

AI Outline Tool →

Import wordy procedural documentation and Clarify will turn those into followable and scannable guides in seconds.

AI Talk to Text →

Talk through any procedure and Clarify AI will analyze the information and create smart knowledge resources.

AI Search Summary →

Get accurate, trusted information without clicking on an article. Clarify AI reads your knowledge base and provides summaries.

FIND & FOLLOW FRAMEWORK FOR INDEPENDENT AGENTS

Implement a call center training program that gets agents proficient fast

Improving the training and operations at your contact center requires more than just new tech. It requires a change in the way you think about and use knowledge. The Find & Follow Framework is a training program built to empower confident, independent, and productive agents. Here's how it works:

Capture
Train
Empower
Adapt

1 Capture knowledge and design resources

Transferring actionable knowledge to call center agents starts with creating the right digital guides and training resources.

During this step, you will:

Align your training and operations teams and define what agents need to know, what they need to be able to do, and how they should do it
Design and refine digital guides that agents can easily find and follow while on the phone with a customer

2 Train agents to find and follow

Call center agents only memorize the necessary foundational knowledge and then learn to follow digital guides for everything else.

The Train System consists of four parts:

Break up the areas of an agent's job into bite-sized topics
Provide foundational courses of the high-level information needed for each topic
Run through dozens of practice activities to get your agents comfortable using digital guides
Rinse and repeat for each topic area

3 Empower agents to work independently

In Find & Follow, agents rely on the digital guides to do their work just like a cook relies on recipes to make meals.

The Empower System consists of three steps:

Agents rely on digital guides to perform tasks and solve problems
Supervisors and managers redirect agent questions back to the knowledge base
Supervisors and managers invest in continuous optimization of the knowledge base

4 Adapt to changes on the fly

Find & Follow allows your team effortlessly adapt to small changes and confidently adjust to major changes such as a new CRM/ERP, merger/acquisition, or any other transformative change.

The Adapt System consists of three steps:

Analyze the impact of the change
Prepare the guides and resources needed to adapt to the change
Notify agents of the changes to the digital guides

Build a customer service knowledge base your agents will love

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Call center knowledge base pricing plans

Call center knowledge base pricing plans are built around total active users. Looking for something more specific for your contact center? Reach out!

Answer Plan

For teams who want traditional knowledge management.

$10 user / month

10 user minimum

What's included:

Online Knowledge Base

Integrated Screen Capture

Slack & Teams Integration

AI Search

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Guide Plan

For teams who want to level up with knowledge operations.

$20 user / month

10 user minimum

What's included

Everything in the Answer Plan

Interactive Checklists

Workflows (Decision Trees)

Integration With All Web-Based Apps

Video Recording & Hosting (add-on)

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Enterprise Plan

For teams that need extra support, security, & customization.

Contact us

20 user minimum

What's included:

Courses

Video Recording & Hosting

Notifications

AI Knowledge Capture

Security Review + MSA Support

Entra ID & Okta Integration

Success Manager

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What contact center leaders are saying about ScreenSteps

“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

"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
Salesforce Support Specialist

"These guides are giving me a lot more confidence in using Salesforce and training others on how to use it. And it's giving others confidence in how to use Salesforce."

Lori Bright
Training & Development Manager, Binswanger Glass

Additional call center knowledge management resources

Improving performance and training at your contact center requires creating a better system for transferring operational knowledge from those who know to those who do. Use these resources to improve knowledge transfer at your contact center.

How to Build a Knowledge Base for Call Centers

Read this blog for the 6 steps (+ 3 bonus tips) to build and manage a knowledge base.

Learn How

How to Build, Plan, and Run a New Agent Training Program

Learn a 5-stage process for building a training program that gets new agents up and running in 30 days or less.

Get the Guide

Learn the Find & Follow Framework in 30 Minutes

This free 30-minute course includes everything you need to know to get started with the Find & Follow Framework.

Enroll Now

Build a world-class contact center with a knowledge base for your agents

Empower agents to comfortably handle any process with a knowledge base built for your contact center.

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See Demo Videos

Check out our library of 16 pre-recorded demo videos to see the ScreenSteps contact center knowledge base in action.

See ScreenSteps in Action

Explore Learning Center

Explore blogs, videos, guides, and more in the ScreenSteps Learning Center for contact center knowledge management best practices.

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