UCaaS Project Step By Step Part 6 - Training

Posted by John Teeling on Jul 12, 2018
John Teeling
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Step 6 - Training

We can probably all look back on a project we were involved in either as a customer or a provider that was well defined, built exactly to the requirements, thoroughly tested, and still had a rocky go-live period. What went wrong? The most likely suspect is a poorly thought out or executed training plan.

Find all 9 steps of UCaaS project HERE

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If done well, the training phase of a project can really benefit the execution of that project from both a delivery and end user perspective.

Training can:

  • Give your organization and end-users confidence that they understand the capabilities and operation of their new system. A little bit of confidence goes a long way in the middle of significant change. It allows leaders and managers to say, “Hey, we’ve got this” and believe in the system from day one. It allows end users to know that they can execute their roles effectively and use the new system immediately.
  • Allow the organization’s support staff to be involved in the go-live process, shadow the delivery team and be ready to appropriately support the system after the project is completed. This allows the system admins to be efficient at solving problems at their level and understanding what needs to be escalated. This can save time and money depending on the support model.
  • Add to the perception of a well-executed project and customer experience. Seamlessly flowing from build to train, to go-live and hand-off to support usually makes a satisfied customer.

There is no one-size-fits-all model here. However, there are things (best practices) that customers strongly believe in and insist on when it comes to training. We have found over time that these directly contribute to the training experience and ultimately the overall project experience.

Training best practices:

  • Take advantage of what the vendor has to offer and then augment/supplement from there. These days, many vendors have good web-based offerings as well as quick reference guides and “how-to’s.” These will make the basis for a solid foundation.
  • Train with certified and customer-experience oriented folks. This advice seems obvious, but there are companies that will use their most technically proficient engineer and make them the trainer. In training, “bed-side-manner,” intuition and patience matter. It is our experience that there are always people that are going to need extra attention or hand-holding.
  • Layer the training approach. Start with web-based training and then move onsite if applicable. Start with admin training and then move on to advanced topics and the contact center. Use the natural building blocks for training that are available to you.
  • Make sure the environment for training is conducive to success.
    • The conference bridge is set-up and fully functional.
    • The WebEx can handle the expected number of trainees.
    • If onsite, there is an available training or conference room. Make sure you have an overhead and any other required equipment or materials present for the session(s).
Training is like any other aspect of a project; if project team plans and communicates well with the customer, then an excellent training phase of the project is guaranteed. In this is part of a project, we are all equipped for success and should be getting great results every time!

Tags: UCaaS, Customer Experience, CCaaS