A recap from the OC CX Impact Series with Tom Luther, VP of CX & BPO Advisory at Outsource Consultants, and Greg DeVore, CEO of ScreenSteps.
In our latest OC CX Impact Series, Outsource Consultants’ own Tom Luther sat down with Greg DeVore, CEO of ScreenSteps, for a conversation that hit directly at one of CX’s biggest ongoing failures: we continue sending agents into battle without the tools, clarity, or confidence required to deliver consistently great service.
And while the industry races ahead with AI, automation, and shiny new platforms, Greg reminds us that the real differentiator — the real opportunity — is something far more human:
Give agents a simple, repeatable, trustworthy way to do their jobs well.
→ Want to fix agent enablement without more tech debt? Book a CX Strategy Call with Tom Luther.
The Pain We All Know: Training That Overwhelms Instead of Equips
Tom opened the discussion by naming the common issues CX leaders see every day. Despite good intentions, contact center training often breaks down because of:
- Inconsistent documentation and delivery
- Slow or incomplete dissemination of policy updates
- Dependency on “floor walkers” and tribal knowledge
- Poor searchability and difficult-to-follow content
- Delayed or reactive quality feedback
- Technology sprawl and lack of a single source of truth
“What we help solve, and so does ScreenSteps, is, too often, we’re sending agents into battle without being fully equipped.”
– Tom Luther
This creates a pattern: agents feel unprepared, customers receive inconsistent information, and organizations absorb the costs in attrition, churn, and inefficiency.
Tom captured the impact plainly:
“Imagine all the misinformation given out simply because the checklist wasn’t simple, scalable, or repeatable.”
What Makes ScreenSteps Different
Greg emphasizes that ScreenSteps was not built to be another knowledge base. It was built to solve a specific and costly problem: agents should always know exactly what to do, even when processes are complex or changing rapidly.
The solution is the Find & Follow Framework, which unifies training, knowledge management, performance support, and change management into one working system. When implemented, organizations consistently see:
- Time-to-proficiency reduced by 50 to 80 percent
- New hire classes outperforming tenured agents on quality and handle time
- A meaningful drop in attrition
- Supervisors gaining hours back each day to focus on coaching and improvement
- Dramatically faster change deployment, sometimes going from weeks to under an hour
“New hire classes come out twice as productive as tenured agents.”
– Greg DeVore
ScreenSteps also includes AI-assisted knowledge capture that turns scattered, outdated, or verbal-only knowledge into clean, accurate, standardized procedures in minutes rather than weeks. For BPOs, Greg notes this means supporting clients who admit they “aren’t ready” becomes a strength rather than a delay.
Why This Matters for CX Leaders Now
As Tom noted during the session, the industry has been disproportionately focused on automation. While automation plays an important role, the agent remains central to delivering a brand-aligned experience.
“We’ve never seen less than a 50 percent reduction in time to proficiency.”
– Greg DeVore
Agents need clarity. Supervisors need bandwidth. Customers need accurate, consistent answers. ScreenSteps meets all three needs by delivering a repeatable, guided workflow that supports agents in real time instead of relying on memory, improvisation, or tribal knowledge.
Tom summarized it well:
“We’ve become overly focused on automation, but the agent still represents the brand every single minute of every day.”
Ready to Strengthen Your CX Strategy?
If you’re evaluating new approaches to agent readiness, modernization, or knowledge strategy, the Outsource Consultants advisory team is here to help.
Book a CX Strategy Call with Tom Luther, or connect with him on LinkedIn to continue the conversation.
