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Implementing a new telephony system is a major investment to any organisation and so being able to quickly obtain user acceptance is paramount to its success. Training is critical in achieving a positive early adoption of the new system. Investing in this kind of training will ensure the customer’s preparation and hard work behind the scenes is positively viewed by the whole organisation as well as minimising impact on the business from the start. It also allows employees to take advantage of, and understand the new features and functionality available to them from day one.

Global Knowledge | Courses & Certifications | Cisco Training Courses | END USER IP TELEPHONY TRAINING

END USER IP TELEPHONY TRAINING/SUPPORT

Global Knowledge offers a number of programs specifically developed for the end user. By getting us involved early in the deployment of a new IP telephone technology we are able to develop a program that meets our customer’s specific needs addressing the unique demands of their business and market drivers. Customer consultation is always available whether it is just a telephone conversation or a full TNA thus enabling us to ascertain which features of the system are required in the various areas of the business and tailoring the training to meet those needs.

Your requirements could consist of any of the following all which can be met by the experienced Global Knowledge end user trainers. Woman on phone

End User training
Super User training
Front Desk Reception training
Floor walking/Go-live user support

All the training programs would be carried out on the customer site and are heavily geared around the users having hands-on time learning about their new equipment in a fun and stimulating training environment.

End User Training - Typical end user sessions would cover all phone or contact centre desktop features and functionality (highlighting new essential features such as logging in/out of phones), any additional web based tools users have available to them and voicemail. A day would include approx. 5 sessions of 1.5 hours each with 10-12 people per session. Allowing approx 60 users to be trained in a day. However, this is just a recommendation and can be adjusted to meet your specific needs.

Super User/Train the trainer – The end user training sessions can be expanded to provide a more in-depth level of knowledge that would enable certain users or an organisations own in house trainers to provide additional support on go live and train any subsequent new starters to the organisation.

Front desk reception training is aimed at staff that manage operator services. These areas are critical when identifying end user training as they often have a high volume of calls to manage. Training is offered on screen based operator consoles, highlighting their features and functionality. Typically, 2 delegates per session and two 3 hours sessions are offered in a day.

Floor walking/Go live support is available for go-live. This works very well in office or contact centre environments. Trainers would be available to all staff on a walk around basis offering additional help and assistance. Also, providing a good first port of call for faults and issues therefore leaving engineering time for essential day one, adds, moves and changes. This support can also be utilised as a helpdesk set-up on site for user’s queries.

We also accept Cisco Learning Credits for Cisco Handset/Operator Console Training

For further details call us on 01189 123456 or email enquiries@globalknowledge.co.uk