Greg DeVore @gdevore

Entrepreneur and CEO at ScreenSteps - Integrating on-boarding, training and knowledge base support screensteps.com McLean, Virginia Joined June 2007

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Greg DeVore @gdevore

5 years ago

Common Questions We Get About Using ScreenSteps with Call Agents step.tips/3eP2OKU

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Greg DeVore @gdevore

5 years ago

What would cause a ScreenSteps implementation to fail at my contact center? step.tips/30IGNbI

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Greg DeVore @gdevore

5 years ago

If improving your training process and outcomes in your contact center is critical right now, take 90 seconds to watch this video. Can ScreenSteps Help Your Contact Center? step.tips/2A9uCLN

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Greg DeVore @gdevore

5 years ago

What Does Zero-Memorization Training Look Like? step.tips/3d6sjaf

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Are you writing a help article or a performance aid? Do you want to improve training or performance results? Too often we focus on "help" and "training" when we should be focused on supporting performance WITHOUT requiring additional training.

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Greg DeVore @gdevore

5 years ago

Too often we get into the mindset of just "capturing" or "presenting" information in an article, video, or course. We start discussions about learning styles, engagement, etc. But none of this matters if we don't understand how, when, and where the information will be used.

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Greg DeVore @gdevore

5 years ago

I have been thinking a lot about the difference between progress and perfection. In too many areas of our businesses and personal lives, we let a desire for PERFECTION impede our opportunities for PROGRESS. I discuss this in the video below and how it c…lnkd.in/eYjNYQ9

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Greg DeVore @gdevore

6 years ago

We are going to talk about 5 tips today for dealing with a massive transition to remote working/learning

ScreenSteps @screensteps

6 years ago

We are going to talk about 5 tips today for dealing with a massive transition to remote working/learning

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Greg DeVore @gdevore

7 years ago

Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2UhCqne by @gdevore

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Greg DeVore @gdevore

7 years ago

Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2FOJU7f

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Greg DeVore @gdevore

7 years ago

What if your call center agents never had to feel stupid? step.tips/2Ox6dlS

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ICMI @CallCenterICMI

7 years ago

This #cctr made two small changes to its onboarding process. The result? 75% lower agent ramp up time! 😱Find out how: ubm.io/Ramp-Up-Time via @gdevore #CX #custserv

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Greg DeVore @gdevore

7 years ago

This simple method has been the key to helping many of our customers instantly decrease help desk requests using their knowledge base: blog.screensteps.com/how-to-fill-yo…

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Greg DeVore @gdevore

7 years ago

A3: Create a helpful but empowering culture. If you just focus on being willing to help each other, but don't at the same time create resources that help an agent solve problems themselves you create a dependent culture #icmichat

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Greg DeVore @gdevore

7 years ago

A7: 1. Make a list of the real jobs they have to do 2. Ask yourself, if I had no idea how to do this, what information would I need? 3. Create resources that answer those questions 4. Format them for speed 5. Train your agents on how to use them #icmichat

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Greg DeVore @gdevore

7 years ago

A6: You need to make social connectedness a deliberate part of the training. It can naturally happen for onsite employees, but needs to be proactively planned for with remote workers #icmichat

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Greg DeVore @gdevore

7 years ago

A5: I think it is helping management have a realistic view of what can be accomplished in onboarding. Too many focus on information that needs to be delivered, assuming that it will be retained. You have to have a plan in place for when they forget what they were taught #icmichat

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Greg DeVore @gdevore

7 years ago

A4: We had one customer that reduced Time to Proficiency from 60+ days to around 15. The key was decreasing what they had to memorize and formatting help guides so that they could be used in "in the moment" #ICMIchat