Training

Training has a key role to play in any contact centre change management strategy. New technology, such as Workforce Management tools, Multi-channel Communication tools or Decision Management 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.

A customised approach
At ProtoCall One we work with our customers to conduct a thorough Training Needs Analysis that delivers bespoke training and workshop solutions that accurately meet our customer’s strategic and tactical needs. There is no such thing as “one size fits all”.  The messaging is important.

Front line agents need to understand not only how to use these new tools but also why the change will benefit themselves. They need to become advocates for new methods of working so that change really happens.

With team leaders, the responsibility lies with 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 staff is key.

For managers, new 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 staff – reinforcing the change management process.

Training 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 it's benefits, has been a real refresher."