It helps reduce the anxiety new hires feel when taking calls and helps new reps feel confident handling unfamiliar situations for the first time. Working for ScreenSteps, an employee enablement software that helps you document procedures and train using those resources, I’ve seen how shadowing and nesting can be incorporated into a training curriculum. In a call center, shadowing and nesting provide opportunities for your new call center agents to observe how calls should go and receive support as they transition to the floor to take live calls on their own. Once we observe how to do something, some of the anxiety we feel goes away and we are more willing to try it ourselves. It works the same way in training for a job. Watching has always been part of our learning process. She’ll intently observe you as you teach her a new dance move or a somersault, and then she will try it herself. If she doesn’t understand how you did something, she tells you “Do it again” in her adorable little voice. On top of that, you have a set of drawing tools that give you everything you need to call attention to parts of your screenshot, provide sequential steps, and block out any parts you want to hide.My 2-year-old niece is in that growth phase where she mimics everything you do. This allows you to open drop-down menus so you can really show what to select from menus. You click the screenshot button and then have a set amount of time to get the screen how you want it. One of the best parts is that you can do timed screenshots. It regularly saves me having to spend time on the phone, in chat, or in person. At least once a week I fire up ScreenSteps to create step-by-step instructions for some task that they need to perform. Many of my customers are not technically inclined at all, and really need visual guidance. Now., I work from home and one of my jobs is to provide technical support to various clients. As far as I know, the majority of that documentation is still used, and what new documents they have available were also produced with ScreenSteps. I used ScreenSteps to author the entire library of documentation that we had available to our students. When I first started using ScreenSteps, I was teaching at a middle school that had a 1:1 laptop program. I happily paid to upgrade to v2 when it was released. I have been a ScreenSteps customer since v1.
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