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?

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.

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?

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.

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.

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.”