Whenever contact center technology changes, staff need training. Agents need to know what to expect on their desktops, how to use new buttons or processes, and what the impact of these changes will be on their interactions. Operations staff need to understand how to configure and monitor new components, and how to troubleshoot any issues. Managers need to know what to expect in their reports, and what new options they have for achieving business targets.
Out of the Box Training is Not the Right Solution
Typically, these training requirements are related to the solution as a whole, rather than a single product. Businesses need customized training on the solution, not out-of-the-box training on the individual products.
Many contact center vendors and their integration partners are tightly focused on their products, their services, and their features. Understandably, they do not have the breadth of expertise to cover your entire solution, or the ability to engage with you on business problems, which are not specific to their products. Vendor training is similarly focussed, and while it may explain every feature of a rich and complex product, it doesn’t always relate to your business needs or the possible impact of lack of training resources on the needs of your staff.
This is where a third party view can be very useful.
As an independent integrator of many contact center products, PSS is familiar with the end-to-end operations, and understands the business goals and the realities of daily operations. We know the effect of unexpected changes on agent performance and customer satisfaction. We see the pain experienced by operations teams when technology evolves and processes change and the struggle is a lack of training resources.
PSS Offers Solution Based Training
That’s why PSS provides training focused on the day-to-day tasks of your agents and supervisors, administrators and managers, concentrating on the details of your solution rather than the 20 shiny new features you don’t actually use.
To help you with your training resources PSS provides flexible, customer-friendly, expert training, which fits your needs, across a range of technologies including Genesys, Cisco, Oracle, Avaya, Nortel, Convergys and others. We can bridge the knowledge gap for you, in the way that’s best for you:
- Full training packages as required, customized to your needs
- Supplementing vendor training or in-house training
- Training your trainers, so that in-house teams can roll out the knowledge
How PSS Can Help
Whether your team is large or small, and your business change is major or minor, PSS can handle your training needs, instead of letting the shortage of training resources affect your business. Let us minimise the pain of change. Allow your staff to focus on their core activities, with minimum disruption, while PSS delivers exactly the training they need.
For Any Help With Your Training Resources Contact:
Call US: 877 289 7770
Call UK: 0800 012 4054