Training

2e2 provides training to ensure user adoption of, IP Telephony, Business Video and contact centre technologies. We also deliver training to support behavioural change, for example coaching call centre managers to manage staff in a more supportive way whilst also meeting their targets.

Experience has shown that when new technology is being introduced, employees need to be informed of what is happening both before and during the change, with ongoing support to ensure buy-in and adoption. We work with our customers to create the most appropriate programme of blended training techniques, incorporating elements such as instructor-led training, e-learning in virtual online contact centre environments, floorwalking, training guides and Web 2.0 methods such as Video on Demand (VODcasts).

• Technology Adoption - 2e2 has been training users in the adoption of new technology for over 15 years. We understand that the success or failure of any project is due, in significant part, to the early and effective training of users across the entire organisation, using a variety of techniques.
• Process Change – in many cases, where new technologies are to be adopted, there is a requirement to change internal processes and methods. We use our own bespoke e-learning development systems to design and implement training programmes that will fully complement the process change environment.
• Management Training – each layer within an organisation will have a different training requirement. 2e2 tailors all of ourtraining programmes to meet different needs. Management training is a key part of this process with 2e2 developing relevant offerings.

According to Contact Babel, of the £21 billion UK Contact Centre market, £15.5 billion of associated costs are staff related. This makes agent retention a key priority. 2e2’s proven training techniques will help agents distance themselves from emotion when dealing with difficult calls, improving their work experience and making them more likely to stay. Training on tools such as CRM will help agents become more proactive, helping citizens in need and further improving job satisfaction.