The Importance of Training Content vs. Support Content and the COVID-19 Impact on Both

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When users struggle with a product it’s not always easy to determine whether the customer experience gap is in your training sessions or your help and support content. Training and support are two different categories of customer education and it’s important to understand the difference and how you can equip your end users with the knowledge they need to improve their use of your software in today’s world.

Are Your Customers Using Cisco UCM Cloud? We Can Help.

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If you’ve been seeing your customers progressing toward cloud applications, you’ve likely also seen the challenges they encounter as they either adopt new solutions or migrate from legacy systems such as Cisco’s HCS.

These issues, like lack of experience or cloud migration troubleshooting, may cause organizations to hesitate or backtrack in their decision to move to the cloud, but with a robust onboarding strategy aided by the cloud experts at B-Lynk, you can help them overcome these challenges and make the most of their cloud solutions with a “cloud smart” approach.

Getting Your Greeting Recording Right

Auto attendants and other scripted greetings are necessary for this day and age, but they still have drawbacks if not done right. Between auto attendants turning into a frustrating roadblock for callers and bad routing and scripting, call abandonment can become a real problem before you even get the opportunity to help.

If your call center greeting recordings are done well, however, it can help callers navigate their way to the right department, create shorter wait times, and result in more satisfied customers.

Ensuring New Product Launch Success

Anytime a UC provider launches a new product or a new feature for an existing product, there are challenges. While these challenges are only natural, they must still be addressed.

We’ll dive into things to consider when launching a new product (or feature), including training and support portals, notifications, and landing pages. We’ll also share some valuable ways B-Lynk can support you through your most successful launch yet.

Amplify Your Call Center Training

Customer service can make or break a company. If it’s good, a business can create a loyal band of followers, but if it’s bad, customers won’t think twice about switching providers.

Are your customers’ Call Center agents setting the right tone as the “front door” of the business, or is there room for improvement?
We’ll share some of the ways your customers can provide better training for their call center solutions, including engagement tricks, collaboration strategies and more.

3 Tips to Make the Most of Webex® for Broadworks

The Webex® for Broadworks app offers enterprise-calling features and enhanced collaboration tools to help your customers call, meet, and get work done regardless of location or time. It allows users to manage all of their work-related conversations from one convenient platform.

But do your users really know how to use it?

In this article, we’ll provide a few tips for your users to leverage all the Webex® for Broadworks App has to offer.

Best Practices for Live Virtual Training

With so much of the current workforce distributed or working from home today, meeting virtually has become necessary—for conferences, meetings, and even training.

Virtual training can be recorded or live, but live virtual training offers the benefits of real-time interaction and engagement that pre-recorded sessions can’t provide.

Live virtual training can set your users up for success by putting them in a digital classroom environment where they can talk directly to an expert on your product offering, ask questions, and review topics as needed to ensure a solid understanding.

Helping Customers Overcome Cloud Networking Challenges

With more and more applications taking place beyond an enterprises’ own network, cloud networking is becoming the new core of any enterprise, as you have likely seen with clients.

As you propose this offering to clients, consider the benefits that cloud networking offers. What benefits speak to your client’s pain points most directly, and how you can turn them into talking points to help close the deal?

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?