Unified Communications
2e2 Training have a highly developed set of solutions to meet the needs of unified communications implementations.
Our programmes have been proven time and time again to improve the confidence of users prior to go live and have ensured that the full functionality of the IP phone system have been maximised.
We pride ourselves in the detail to which we go to ensure you benefit from the advanced nature of the telephone systems we provide. That’s why we don’t believe the job is done once the last phone is plugged in. We will always ensure the users are fully competent to take advantage of the system at that time.
We provide bespoke training developed for each customer dependant on their needs and use a professional trainer acting independently of our engineering staff.
Training is vital to ensure that staff get the opportunity to get the maximum possible for the communications tool on their desktop.
The objective is to leave all users feeling confident with the equipment and able to improve their productivity and customer handling skills.
We are able to deliver training across all vendors, technologies and required skill levels.
2e2 offers a number of programs specifically developed for the end user.
By getting us involved early in the deployment of a Unified Communications deployment we are able to develop a program that meets our customer’s specific needs addressing the unique demands of their business and market drivers. Customer consultation is always available whether it is just a telephone conversation or a full Training Needs Analysis thus enabling us to ascertain which features of the system are required in the various areas of the business and tailoring the training to meet those needs.
All the training programs are heavily focused around the users having hands-on time learning on their new equipment in a fun and stimulating training environment.
Our IPT End User instructors are unique in the marketplace. They have excellent technical knowledge combined with an empathetic approach to end users. All of our instructors have been involved in a vast number of installations which has provided them with valuable knowledge and experience with IPT rollouts.
This knowledge and experience means that our instructors understand the underlying technologies. In the past this has enabled them to work through individual special requirements with users, helping them to understand exactly what the system can do to meet their requirements before asking engineers to implement these solutions. This releases valuable engineering resource to allow them to concentrate on system solutions and provides a better service to the users as our instructors have experience of manipulating system functionality and are familiar with the ‘tips & tricks’ of the technology. Being able to act as a well-informed intermediary between user and engineer is one of our main attributes. Having acquired an insight into the needs of end users, our training has developed into concise and effective sessions which make the users feel enthusiastic and confident about the new system.
2e2 offers a ‘mix-and-match’ blended learning solution to suit the needs of the organisation and its budget comprising the following services:
- Training Needs Analysis
- Development of training materials
- End-User Training
- Train the Trainer
- System Administration Training
- Operator Training
- Go-Live Support
- eLearning
Training Needs Analysis
2e2 recommend conducting a Training Needs Analysis to make the training relevant to users and the way they will use the new technology, thereby maximising user acceptance. At this stage, we identify the different user groups who exist in the organisation, and define the training methodology.
Development of Training Materials
In order to ensure optimum support for users, we recommend the development of tailored training materials, designed around the specific design and feature-set of the new technology. Examples would be Quick Reference Guides and Operator Manuals which would be defined during the TNA process.
System Administration Training
As well as considering the users, organisations have to ensure that the people tasked with maintaining their new technology have the right training. Working closely with the design team, 2e2 can develop tailored technical solutions to provide this know-how.
End User Training
Typical end user sessions would cover all phone or contact centre desktop features and functionality, highlighting new essential features such as logging in/out of phones, any additional web based tools users have available to them. A typical End-User training course would last 1.5 hours each with 10-12 people per session.
Train the Trainer
The end user training sessions can be expanded to provide a more in-depth level of knowledge that would enable certain users or an organisations own in house trainers to provide additional support on go live and train any subsequent new starters to the organisation.
Operator Training
This is aimed at staff that manage operator services. These areas are critical when identifying end user training as they often have a high volume of calls to manage. Training is offered on screen based operator consoles, highlighting their features and functionality. Typically, 2 delegates per session and two 3 hours sessions are offered in a day.
Go-Live Support
Available for go-live, this works very well in office or contact centre environments. Trainers would be available to all staff on a walk around basis offering additional help and assistance. Also, providing a good first port of call for faults and issues therefore leaving engineering time for essential day one, adds, moves and changes. This support can also be utilised as a helpdesk set-up on site for user’s queries.
eLearning
2e2 have developed our own modular online help and training courses. The online courses are tailored to meet specific client needs and also the customised environment and infrastructure. This package can be used both for existing staff that need “just in time” help and support or to use for new starters and be added into any staff induction course. The package is scalable and can be tailored to meet any future requirements that your system may have and can include any future upgrades. Please call us for further information and to arrange a demonstration.
