Phone Training is a double edged sword. Everyone wants it but nobody really wants to make the time commitment required to get comfortable with the new phone features that a system like ShoreTel brings to your business. Most folks figure it is a phone, how complex can it be? That is true, ShoreTel phone are easy to manipulate and most features are intuitive. There are however, a range of features that improve customer care, increase availability and enable you to achieve priority call management that are new concepts in business communications. These features deserve some attention and the hour or so invested in learning about call handling modes, primary phones, simultaneous ring, follow me and custom call routing enjoy more than favorable return on time invested.
In addition to basic user training (we have to find another word to replace user, sounds like drug addict) ShoreTel has applications that also require training. For example if you have an Enterprise Contact Center or a Work group environment, you will need to provide instruction for your Agents and Supervisors. Are you using CRM connectors like Salesforce and Microsoft? Do you have a custom application integrated with your ShoreTel? Maybe the Recording or 911 application? How about the Mobility server? Are you using the iPhone and android aps? Finally, all of these system need an educated System Administrator to handle adds moves and changes, who is going to provide that training?
When it comes to the basic ShoreTel phone system, typically we break user training into basic phone handling and save the Communicator as a separate session. Not everyone needs to learn Communicator, but everyone in the enterprise needs to know the basics phone function if they are going to be effective come "go live". How to setup your voice mail, assign your extension, manage multiple calls, transfer, conference and park are essential tricks that all employes should learn. Generally, this is a 30-45 minute session and groups of 10 people around five handsets with an instructor using a projector for the call manager is a minimum training environment. Like wise, to get through the Communicator, it will take another 45 minutes. If you have to train several hundred people, over multiple sites, training is going to be a significant time investment and several days of Per Diem for an instructor on site!
We have found that web based training can be very effective for all of the various types of users that need to better understand these systems. You can do large groups and a much lower cost without sacrificing the informational content. Though we find mufti-media self paced training resources to be a very valuable as refrenece material or to help future new team members get up to speed, it is generally agreed that having an insturctor led webinar is a better solution. The instructor can be aware of the specific configurations that uniquely define every deployment and can answer questions, propose feature solutions and generally help folks better understand the rich library of features they are about to make use of. System Administration is without question easily done by web, as you are just going to log into a Shareware Director portal anyway! No need for everyone to hurdle in the server room!
We can help you with distance learning solutions (or come on site) custom tailored to you deployment. We can cover the full range of ShoreTel products and generally enjoy helping folks! Give us call or Text "ShowMe" to 15165197813 and we will setup a meet!