Why Training is Essential to Your Contact Center Offering

78% of American consumers expect their complex issues to be solved after speaking to just one person. A whopping 86 percent expect seamless transitions between channels during a service conversation, and another 92 percent would abandon a brand after two to three negative experiences.

The expectations are high, making training essential from the very beginning of a contact center build.

So what makes contact center expectations different from the days of the traditional call center, and how can proper training cover these new complexities to create a team of agents that is intelligent, adaptable, and efficient?

VoIP Business is Booming: How Training Solutions Can Help You Handle the Surge of New Customers

voip

After weathering through an average industry growth rate of –1.9 percent between 2015 and 2020, the VoIP industry has seen a monumental increase just this year. Due to COVID-19 stay-at-home orders and increased remote working, VoIP revenue has seen a whopping 8.3 percent growth rate in 2020 alone.

Despite current economic conditions that have strained many companies and industries, the VoIP business is booming. As a result, many firms are dealing with a surge of new customers.

Self-Service Support Has Become the Standard. Are You Falling Behind?

Self-service is outgrowing other sectors of customer support and becoming the main player in the field.

Today’s world demands information at our fingertips. Especially as so many employees continue to work from home, users want answers to their questions quickly and they don’t want to have to rely on someone else to get it.

Are your support solutions failing to meet their needs?

3 Ways to Scale Customer Education of Cloud Products

As we shift toward a WFH-friendly business landscape and lean away from on-site computing infrastructure, we have seen a tremendous and continued shift to the cloud for businesses of all sizes. 

But is your sales team capitalizing on this opportunity to convert? 

Educating your customers is key to closing the deal and transitioning your customers to the cloud.

Microlearning – What It Is & How it Can Boost Training Retention

microlearning

In an era of short attention spans and overflowing schedules, microlearning is a near-perfect model for employee training and support.

So, what exactly is microlearning, and what benefits does it offer when used in employee training programs? And how can including microlearning elements in your training solutions boost retention among users?

Take the Burden of UC End-User Support Off Your IT Department

it team

IT teams help small businesses and enterprise organizations alike keep their computer, network and telecommunications systems in good shape. When technology problems arise as they inevitably do, they’re there to save the day in ways that only IT teams can.

So it’s not surprising that when users run into issues with their UC solutions, often the IT department becomes the go-to for support. And users run into issues frequently.

Diversify Customer Support and Training Methods to Improve Engagement

Learners prefer to receive information in different ways, which requires training and support content in various forms to improve end-user engagement and knowledge retention. To help your customers improve their work performance, speed up product adoption, and boost overall engagement, here’s why it’s crucial to create a broad training program that meets learners where they are.

Creating UC Training & Support Solutions that are Agile

UC Training and Support

As we’ve already seen in recent months, the businesses that have been the most successful during this unique and challenging time are those who have been the most agile and adaptive.

In order to maintain that level of success in the coming months, UC training and support solutions need to be created in a way that allows for quick updates to address the ever-changing needs of the business landscape as we navigate this “new normal.”

How to Simplify Your Complex Products for Your Users

complex UC products

UC technologies are innately helpful when it comes to these challenges. Collaboration tools foster team-building. Unified messaging ensures that an employee can always be reached. Presence management keeps tabs of who’s available.

But when your product or service offering is complex, it can confuse and frustrate new users and turn them off from the very features that could improve their work experience.

3 Ways to Ensure Your UC Sales Team Training Produces Results

uc sales team

One of the main differences between selling a product and selling a solution is the concept of a needs analysis and asking questions to understand the customer’s business goals. However, another significant component is client education.

For a potential customer to get fully on board with a new technological solution, they need to be certain it will solve their problems in a cost-effective way. By asking questions and educating them on the ins and outs of your UC collaboration tools that can serve them right now, you can improve your sales team’s closing rate.