Training and Continuing Education
Continuing education on your Cisco phone system is an important part of getting the most return on your investment. When a new system is installed employees attend training and take away more basic functionality. As they get more comfortable with the basics they are very receptive to building on to that knowledge. With refresher courses we can get to a more detailed level that can actually increase efficiency from your employees.
Refresher training can be executed in various ways based on customer needs. We can provide Lunch and Learns, schedule open forums, or schedule training sessions and follow our regular training agendas with advanced features demonstrations.
Training Options
· Lunch and Learns
- Customer selects what topic or topics are addressed and trainer provides functionality of features specific to the companies business needs
- Focus is always on taking the user experience to the next level
· Open forum format
- Schedule various times where a trainer is available in a conference room for end users to stop in and ask questions on any topic related to their Cisco system from the end user perspective
· Training package for a certain amount of visits a year and customer selects sessions based on needs
- Addresses new hires and may coincide with New employee orientation
· Schedule end user classes for specific applications
· Phone and voicemail
- Attendant Console
- Mobility Features
§ Extension Mobility
§ Mobility
§ Presence
o Agent and/or Supervisor desktop training
o Report training
o Guidelines for scheduled classes
· Class length is 1 ½ hours – Phone and Voicemail will be covered
· Agent classes 2 ½ hours – Agent Desktop and phones will be covered
· Supervisor class is 1 hour
· Report training – 2 hours
· Maximum of 4 classes a day
· Overhead projector will be needed
Benefits
· Utilizing the system to it’s fullest potential, end users tend to get “stuck” in doing things a certain way
· Provides an opportunity to review design
o Configuration changes could enhance the end users or customers experience with your company
· Educate your Call Center staff to be more efficient using the tools they have
· Better understanding of reports to help manage your Call Center to create a better customer experience and Agents, by empowering them to manage their time more effectively and creating a positive work environment
· Allowing end users to understand all the advanced applications the system can support
o Customers are reluctant to train on advanced features like extension mobility, presence, or mobility, with the initial install, it can be very overwhelming to the end users
Contact Center Assessment
A Contact Center can be the lifeline of a company. It provides customer support on the products you sell, answer questions on services you offer, or it could provide menu driven applications to guide your customers to get the answers they need. Like most new systems when installed customers tend to start with basic functionality to get their staff and customers comfortable with the changes. Enventis recognizes the importance of your Contact Center and the continuing education needed to optimize the performance from the system as well as the agents you employ.
We can provide a Business Analyst and a Contact Center Engineer to come out to assess your current configuration and business requirements and evaluate if you are using the system to its fullest potential.
Utilizing the Contact Center options:
· Configuration
- Understanding current Call Flows
- Meeting business needs
- Define issues
- Automating customer experience
- Auto Attendant
- Database lookups to provide customer information to Agent upon answering
- Customer time is valuable, instead of waiting offer a CALLBACK option
- Update current call flows to offer:
- High call volume messages
- Voicemail options
- Queue callers to a back up group for faster customer service
- Skill based routing
- Implementing Reason Codes
- Utilizing the task buttons
- Attaching browser options to desktop
- Implementing the automatic work or manual work feature for agents to finish up after each call
· Supervisor functions
- Taking advantage of silent monitoring, barge, intercept and record features
- Reporting
- How do reports help manage group and agent performance
- What reports are standard with the system, are there needs outside of the standard reports that we could offer customized options
- Training package for Agents and Supervisors that is offered quarterly
- Addresses new hires and may coincide with New employee orientation
- Schedule refresher classes
- Agent and/or Supervisor desktop training
- Utilizing all the capabilities of Agent and Supervisor desktop
- Address Book
- Call handling features
- Task buttons
- Recording
- Report training
- Guidelines for scheduled classes
- Agent classes 2 ½ hours-Agent Desktop and phones will be covered
- Supervisor class is 1 hour
- Report training – 2 hours
- Maximum of 4 classes a day
Benefits
- Utilizing the system to it’s fullest potential, end users tend to get “stuck” in doing things a certain way
- Provides an opportunity to review design
- Configuration changes could enhance the end users or customers experience with your company
- Educate your Call Center staff to be more efficient using the tools they have
- Better understanding of reports to help manage your Call Center to create a better customer experience and Agents, by empowering them to manage their time more effectively and creating a positive work environment.