Seamless transitions when upgrading your company’s phone system to a Unified Communications platform should be easy. You aren’t operating from the dark ages, and your employees were already using a phone system — you’ve simply upgraded. Everyone should be able to adapt without problems, right? But this isn’t the case in many instances, according to a recent article about UC deployments and employee success rates.
UC Employee Training Means a Higher ROI for Implementation
Bill Balvanz, the Customer Operations Coordinator with ANPI, believes that a business that invests in employee training for the shift to a UC solution will see a more successful transition. “Companies that place a high priority on employee engagement and training are much more likely to have happy employees and a high level of user adoption,” says Balvanz.
A Unified Communications solution is a major shift in how a company does business, and there are more applications included than just telephony. Proper employee training on all aspects of a company’s UC platform can pave the way for better integration of hosted UC. It’s also cost-efficient because employees will be able to focus on keeping your business running, instead of the confusion of learning a new system.
The Levels and Methodology of UC Employee Training
Geographically, your employees will more than likely be trained online, unless you are located adjacent to your UC provider. Regardless of where they are trained, you’ll want to ensure that you have different levels of training available to your employees, as well as an innovative methodology that includes several communication and education avenues — videos, webinars or PowerPoint presentations, in-depth documentation, and more.
For the different levels of employee training, Balvanz recommends at least three to encompass your company’s needs and key users: basic, administrative, and power users. Everyone in your business should have the basic UC phone training so that every user has knowledge for everyday use. For administrative employees and power users, you’ll want to up the ante on training and ensure that there are advanced levels for both. Some employees will use different functions and have different needs, and you want to make sure your employee training covers this.
“These trainings need to be specific to particular employee types,” says Balvanz. He also believes that employee training should be customized to each user type to make sure there is consistency in the approach, providing a seamless knowledge base for all levels of employees. “It is important to start identifying user types as early as possible…even as early as the sales process.” According to Balvanz, categorizing your employees for simultaneous training allows for customization and creates a foundation for maximized usage.
Training for the Future
Ultimately, you’re upgrading to a hosted UC solution to better your business. You’re looking to the future to have a positive impact with your business, maximize customer engagement and sales, and growing a business that is scalable and profitable.
Your company is only as successful as the employees you train. Implementing early training for your UC solution monumentally fosters employee engagement and productivity.
Says Balvanz, “Training should be about making sure employees have all the knowledge they need to utilize the tools and be as efficient and productive as possible.”
As the founder of nQuery Telecom Solutions, Emilio Diaz uses his 20+ years of experience in the telecom business to help build cost effective telecom solutions for businesses, nonprofit organizations, and government institutions. His experience as an innovative technology entrepreneur and a long-term business owner gives him intuitive insight to help boost productivity and maximize future growth. You can reach Emilio at Emilio@nquerysolutions.com or connect with him on LinkedIn.
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