Jonathan DeVore

Customer Advocate ScreenSteps

Tuesday, August 11

Tuesday, August 11th, 2020

12:45 PM Workshop 2: How to Write Help Guides that Make Agents Proficient in Less Time: A Workshop for Call Center Trainers and Directors

Learn how to write help guides that make your agents proficient in less time by helping them know what to say, ask, and do, with zero memorization required.


Most contact centers have to handle complex scenarios and software. If this is the case in your contact center then it can take weeks or months for agents to become proficient with your tools and processes. This session will teach you how to write and use help guides that will allow your agents to become proficient in less time and with less effort.


This session is for you if any of the following is happening in your call center:

  • It takes more than 2 weeks to train new agents
  • It takes more than 4 weeks for a new agent to become proficient
  • Your guides are in Word or Excel and look like a mess
  • Your guides are outdated and need a reboot
  • Agents have sticky notes plastered all over their computers to help them remember what to do