Training

The key to a successful implementation of any voice or data solution is proper training. Users must be equipped to fully utilize the functionality of the system so that it can deliver on the benefits and provide return on investment. Packet Fusion offers a range of training services, facilitated by professional trainers in an on-site classroom format (typically 10-15 people per class). Documentation is provided.

End User Training

These training sessions provide end users with essential knowledge and hands on experience prior to interacting with the new system. Participants are often grouped according to the features and functions a certain team or department may use. These groups can include personal call managers, operator call managers, contact center agents and contact center managers.

Specialist Training

Certain telephony related applications such as contact center, operator console, salesForce.com integration, or computer telephony integration are more complex screen based applications that require dedicated training over and above the basics. It is vital that this training is carried out so that users can successfully perform their work responsibilities from the first moment they access the live system.

Train the Trainer ("Super User" Training)

The most ideal approach to manage any post migration training (e.g. new employees) is to utilize the skills of existing "super users". Training sessions can be tailored to be more in-depth to enable the training of new employees and give informal guidance on an as needed basis.

Floorwalking

'Floorwalking' is on site support delivered during the first few days of new system implementation to provide reassurance and additional guidance for users. Packet Fusion trainers are able to filter user support issues and solve many problems on the floor rather than flooding the help desk with unnecessary calls. One-to-one training can also be provided at this time to users who could not attend training sessions or who require special support.