Entrepreneur and CEO at ScreenSteps - Integrating on-boarding, training and knowledge base support
Joined June 2007
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59 Photos and videos
29 Sep 2021
Have had a fantastic week at #saastrannual so far. Some sessions have been amazing. Some leave me scratching my head wondering, what was the point?
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29 Sep 2021
Presenter tip - when planning your session, ask yourself, what do I want attendees to feel, understand, and do? Then work backwards. The sessions that made me rethink my business or take questions or ideas back to my team delivered a ton of value. #saastrannual
22 Jul 2020
What would cause a ScreenSteps implementation to fail at my contact center? step.tips/30IGNbI
10 Jun 2020
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
22 May 2020
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.
20 May 2020
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.
20 May 2020
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
17 Mar 2020
We are going to talk about 5 tips today for dealing with a massive transition to remote working/learning
16 Mar 2020
During rapid change you need to adopt a "no memorization required" approach to training.
Webinar on Tuesday: step.tips/3aPbajU
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10 Apr 2019
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2UhCqne by @gdevore
4 Apr 2019
Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps step.tips/2FOJU7f
8 Feb 2019
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-…
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22 Jan 2019
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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15 Jan 2019
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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15 Jan 2019
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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15 Jan 2019
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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15 Jan 2019
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
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