Case Study: B2B Technical Call Center achieves 87% faster agent training with ScreenSteps

B2B Technical Call Center Trains New Agents 87% Faster

a b2b technical call center was struggling with scattered documentation across multiple platforms, which resulted in lengthy new agent training times of up to six months and a poor customer experience. They turned to ScreenSteps and its knowledge ops platform to create a centralized, accessible source of truth for their procedures.

By implementing ScreenSteps, the call center created over 850 workflow articles that agents could quickly find and follow. This solution from ScreenSteps led to a dramatic 87% reduction in agent training time, a 70% drop in average handle time, and a 60% improvement in first-call resolution rates.