Training

Genesys Contact Centre Training courses

Call Centre training plays a key role in any contact centre change management strategy. New technology, such as Workforce Management systems, Hosted Genesys Call Centres and Multi-channel Communication tools are no more than just an enabler for change – it is the behaviour of users that  unlocks the true realisation of benefits from any technology solution. 

Genesys Call Centre Training - customised approach

ProtoCall One works with our customers to conduct a thorough training needs analysis that delivers bespoke call centre training and workshop solutions that accurately meet the customer’s strategic and tactical needs. There is no such thing as “one-size-fits-all”.  The messaging is important.

Front line call centre agents needs to understand not only how to use these new tools but also what are the benefits of the changes. They need to become advocates for new methods of working so that change really happens.

Our Genesys call centre training courses, focus on taking the responsibility for managing the day-to-day operation. Whether it is supporting new channels of communications; co-ordinating centralised methods of workforce scheduling; or using new decision management  dashboard reporting, the buy-in of these operational management staff is key.

Our Genesys call  centre manager training tools offer the opportunity for Continuous Improvement, but only when the training gives managers the ability to overcome the natural barriers and resistance to change of their staff.

The result is training that is hugely valuable for your call centre staff – reinforcing the change management process.

Call Centre Best Practice

And what about Best Practice in call centres? At ProtoCall One it is about providing solutions that help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media.

Genesys call centre training course delegate comments...

"This was valuable and did open our eyes to what is good rather than what looks good."

"This is a hugely valuable course and a must for all Team Leaders across the virtual network."

 "New, interesting, valuable and clear."

"Being a complete new user on WFM I have really benefitted from the training. Getting to know the system, and its benefits, has been a real refresher."

 

Click the link for more information about our Genesys call centre training services and Live Manual

™ 

online Genesys call centre best practice support for contact centre operators.

Download Genesys call centre training material here

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