![]() This leads to lengthy deployments and delayed results. Contact centers want to have every possible scenario documented before launching. This is probably the biggest mistake we see. Taking too long to launch by focusing on perfection instead of progress If you only use ScreenSteps during training then your agents will have to memorize information, and once a memorized process changes, they will then have the wrong thing memorized. You actually want agents to rely on using ScreenSteps so they can always know what to do, even when a process is unfamiliar or has changed. The idea is to show agents how to use ScreenSteps during training so that your agents know how to use it during live calls. The whole point of using ScreenSteps is to prevent agents from having to memorize what to do before they can successfully resolve calls on their own. If you just use ScreenSteps during training, and don’t push your agents to access it on almost every call, then you will also fail to achieve the breakthrough improvements you are looking for. images, workflows, inline links, foldable sections) then your agents will struggle to apply the information quickly and will likely skip over crucial steps. If you have long paragraphs of text and don’t take advantage of the authoring features in ScreenSteps (e.g. This is especially true for technical writers who are used to writing user guides and including a lot of details and explanations. In other words, you may have to change how you write and format your articles. In order to do that the articles need to be formatted in a way that an agent can scan it quickly and be guided in what to do. Your agents need to find the article they need quickly and then be able to read and apply it while they are still on the phone. You will only decrease training time if you are teaching your agents to rely on ScreenSteps. The ScreenSteps knowledge base needs to be integrated into the training process so that you are essentially teaching your agents how to use ScreenSteps to handle any call that comes up instead of trying to get them to memorize information that they will need to handle any situation they might encounter. If all you do is add ScreenSteps to your contact center, but you never change the way you approach your training, then you will fail to achieve significant improvements in your contact center metrics. ![]() Adding ScreenSteps to your contact center but not changing your training process Here are a few things that can cause your implementation to fail. What are some causes of a failed implementation? Call handle times are still up, sticky notes and emails are still the #1 way agents get information, and training still requires a lot of memorization. When you look at the usage metrics, very few agents are logging in and looking at ScreenSteps articles. And while trainers see some improvement, they are still answering a lot of questions because agents are still unsure of how to handle complicated procedures. In a failed implementation, the ScreenSteps knowledge base will exist and have some good information in it, but agents don’t rely on it every day. Changes in policies and procedures will be communicated quickly without lengthy training sessions.Trainers and directors will no longer have to answer the same questions over and over again, or constantly correct mistakes that agents are making.Agents will feel confident that they know how to handle 90% of all situations.Training new employees will be a low-stress experience for everyone.When you have successfully implemented ScreenSteps, the following will be true at your call center: We can't define failure until we have defined what success looks like. So in this article, I will share why some ScreenSteps implementations fail so that you can know how to prepare for a successful implementation when you’re planning to roll ScreenSteps out in your company. ![]() ![]() Before deciding to fully commit to ScreenSteps in their contact center, many trainers and directors want to know what could cause their implementation to fail? They have seen the case studies, heard the stories of amazing improvements other contact centers have achieved, and are excited about the potential! But, they are also scared that their ScreenSteps implementation won’t see the same kind of results.Īnd it’s true––not all ScreenSteps users see those kinds of results for one reason or another. ![]()
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