CLOUD9 BUSINESS SERVICES LIMITED

Contact Centre - (Mulitmedia) Agent Training

Our service focuses on end-user training for technology used by contact centre agents. Whether it’s part of a contact centre technology rollout or to enhance existing tools, we create a personalised strategy aligned with your organisation’s overall strategic objectives for multi media and omni channel contact centre software.

Features

• User Adoption for Contact Centre
• Contact Centre Workforce analysis
• Bespoke contact centre training plans and content
• Contact Centre Agent Training
• Multi media Contact Centre Agent Training
• Change Management for contact centre
• Contact Centre Training needs analysis
• Contact Centre Strategy
• Contact Centre Migration
• Multi Channel Contact Centre Agent Training

Benefits

• Enhanced Productivity; empower employees to use technology effectively
• Maximised ROI; fully utilise available tools and features
• Improved User Satisfaction; feel confident and engaged, contribute more positively
• Risk Mitigation; inadequate adoption can lead to operational disruptions
• Strategic Alignment; support business strategies and drive desired outcomes
• Reduced resistance to change; embrace change leading to smoother transitions
• Upskilled / trained workforce enabling collaborative working

£650 to £1,250 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

251395543619376

Contact

Zoe O'Neill
01442979910
zoe.oneill@cloud9bs.co.uk

Planning

• Planning service: Yes
• How the planning service works: We will hold discovery sessions with key contacts such as, IT project manager, contact centre managers and/or supervisors. These sessions not only allow us to conduct a training needs analysis, but it also allows us to understand the wider project, including the technical design of the solution and the customer journey. ; ; We work collaboratively with your organisation to agree a training plan. A bespoke training plan involves breaking down training into smaller, manageable courses. These courses are based on the contact centre technology, alongside the associated workflow and are tailored to specific user and supervisor profiles. ; ; Material planning is crucial for addressing the needs of different user groups. Additionally, we must consider the future by ensuring that essential materials remain available even after the project concludes. This foresight guarantees that new team members joining post-project are adequately supported. ; ; Go Live support is agreed as part of the design phase but would usually include one or more of the following; on site floor walking, virtual drop-in sessions for Q&A, dedicated MS Teams channel shared with our team of consultants
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Multi / Omni channel contact centre
  • Voice Contact Centre
  • Multi vendor service
  • Avaya
  • AudioCodes Voca CIC
  • Puzzel
  • Genesys
  • Landis Technologies
  • Microsoft Teams Contact Centre
  • Microsoft Contact Centre

Training

• Training service provided: Yes
• How the training service works: We recommend that training is delivered prior to go live to ensure all users are prepared and confident for the switchover. Training sessions are held close to the live date to ensure details are not forgotten and where possible allow users to gain familiarity with the solution on the days leading up to the go live. ; ; Agent training can be delivered in a variety of ways including expert led webinars, interactive online training sessions or in person delivery, however, interactive online training sessions encourage more engagement from end users improving the learning outcomes. ; ; As part of our engagement, Cloud9 Business Services will request an agent log from your contact centre solution, ideally, with access to a test queue. ; ; Having this log in enables us to create a training environment for materials like documentation and end-user videos. Agents can practice in a setting that mirrors their actual work environment. By using their own system, agents become familiar with the correct look and feel, including permissions, agent settings, and call queue names. This familiarity ensures that knowledge is directly applicable to their job roles. Engaging with a training partner like Cloud9 Business Services goes beyond relying on vendor generic training materials.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Multi / omni channel contact centre
  • Voice Contact Centre
  • Multi Vendor Service
  • Puzzel
  • AudioCodes Voca CIC
  • Landis Technologies
  • Genesys
  • Avaya
  • Microsoft Teams Contact Centre
  • Microsoft Contact Centre

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The delivery phase is about the execution of the training plan. Activities are often aligned with the overall project plan in line with the technology deployment (where applicable). Wherever possible, pre-go live training with go live support is highly recommended. This allows agents and supervisors to learn the technology is a stress-free environment with no real customer interactions. Training can be delivered in a variety of ways, including expert led webinars, interactive online training sessions or in person delivery. ; ; Often the technology will govern which format is more appropriate; more complex applications such as contact centres, benefit from smaller groups offered by online training sessions. In addition, these sessions support a modern working environment allowing users to join from any remote or home office.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Multi /Omni Contact Centre Software
  • Voice Contact Centre
  • Multi Vendor service
  • Puzzel
  • AudioCodes Voca CIC
  • Landis Technologies
  • Genesys
  • Avaya
  • Microsoft Teams Contact Centre
  • Microsoft contact centre

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Success criteria is agreed at the beginning of a training programme, along with the learning objectives. Training feedback is gathered via a feedback form using Microsoft Forms. ; ; Feedback provided at the end of a session is valuable, however, this is more related to the delivery of the session rather than assessing how well learning objectives have been met. Therefore, our team will provide a feedback form designed to distribute to attendees approximately one week after the delivery of the training. We believe that a delay between training and feedback, allows individuals to provide a more effective evaluation not only on what they have learned, but how they have managed to apply this to their job roles. ; ; The feedback is reviewed by our team, together with you, to identify any areas that may need to be followed up, for example, additional supporting documentation, drop-in sessions or additional training sessions.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Our project methodology embraces a people and technology approach. We are providing user adoption and training and are not supplying, installing or configuring any software or contact centre technology. Any such services, technical requirements and/or changes are the responsibility of the client and/or their technology provider.; ; Some training courses are only available as remote sessions due to the location of our trainers.

User support

• Email or online ticketing support: No
• Phone support: No
• Web chat support: No
• Support levels: This particular service offering is specifically for training and therefore a traditional support model is not applicable. ; However, post training, you will have access to a dedicated training contact for a two to three week period, allowing you to ask relevant questions about your learnings. After this time, subject to our discretion, further training or supporting documentation may be recommended.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Advancing Sustainability Through Cloud-Based Solutions; Cloud-based solutions play a pivotal role in curbing carbon emissions within the IT sector. By harnessing ultra-efficient data centres powered by renewable energy, cloud service providers contribute to a greener digital landscape. Additionally, the surge in hybrid and remote work arrangements has the potential to conserve energy and reduce emissions, positively impacting individual carbon footprints.; At Cloud9 Business Services, we actively combat climate change by promoting remotely held discovery workshops and training sessions. By doing so, we minimise our own carbon footprint and potentially our attendees too.; Our comprehensive services empower clients to embark on digital transformation projects, enabling flexible and remote work solutions. Here’s how we make a difference:; 1) User Adoption Program:; • We facilitate collaborative work in remote environments through tools like MS Teams and SharePoint. Users learn to leverage these platforms effectively, enhancing productivity and teamwork.; 2) Contact Centre Consultancy:; • Organisations can extract maximum value from their contact centre solutions, including in a remote work setting. Our consultancy ensures seamless customer interactions and efficient operations.; 3) Agility for Changing Markets:; • In today’s collaborative and hybrid work landscape, adaptability is key. Our services empower users to work efficiently and collaboratively from any location.; Together, we help drive sustainability, foster innovation, and champion a greener future for businesses and individuals alike.

  Covid-19 recovery

  Accelerating COVID-19 Recovery with MS365 Training; Our services play a crucial role in aiding COVID-19 recovery by equipping businesses with the necessary tools. Here’s how we contribute:; 1) Future-Proofing Businesses:; We provide training and consultancy services that empower organisations to adapt swiftly. By future-proofing their operations, businesses can navigate uncertainties effectively.; 2) Digital Transformation for Resilience:; • Our digital transformation services enable seamless operations in the face of disruptions. Organisations continue to function with flexible and remote work solutions.; • For instance, our MS Teams Voice migration facilitates communication from remote locations or within hybrid work environments.; 3) User Adoption Program:; • In a remote setting, collaboration is key. Our program encourages collaborative work using MS Teams and SharePoint. Users become proficient in these tools, enhancing productivity.; 4) Optimising Contact Centres:; • Even in remote work scenarios, organisations can extract maximum value from their contact centre solutions. Our Contact Centre consultancy ensures efficient customer interactions.; 5) Agility Amid Market Changes:; • The collaborative and hybrid working landscape demands agility. Our services empower organisations to respond swiftly to market conditions, staying competitive.; Together, we help pave the way for resilient recovery and sustainable growth.

  Tackling economic inequality

  Empowering Economic Equality Through Microsoft 365 Training and User Adoption; At our organisation, we recognise that economic inequality can be addressed through strategic training. Here’s how our Microsoft 365 training services contribute:; 1) Small Business Growth and Development:; • We provide training and consultancy services specifically tailored for small businesses. By enhancing their skills and knowledge, we empower them to grow and thrive.; • Small businesses play a vital role in local economies, and our support ensures their continued success.; 2) Skills Gap Bridging:; • Our training services focus on addressing skills gaps within organisations. By upskilling employees, we enhance productivity and enable businesses to remain competitive.; • When employees are well-trained, they contribute more effectively to their organisation’s success.; 3) Individual Career Advancement:; • Investing in training is an investment in oneself. For individuals, it means improved skill sets and career growth.; • Whether it’s mastering Microsoft 365 tools or developing soft skills, training opens doors to new opportunities.; In summary, our Microsoft 365 training programs foster economic equality by empowering businesses and individuals alike.

  Equal opportunity

  Promoting Equal Opportunities Through Microsoft 365 Training; Our training courses play a pivotal role in fostering equal opportunities. Here’s how:; 1. Skill Development and Role Understanding:; • We empower individuals to develop new skills and gain a deeper understanding of their roles.; • Enhanced performance opens doors to growth and advancement.; 2. Accessibility-Centric Approach:; Our training materials are crafted with accessibility in mind.; For those with visual impairments, our training can incorporate features like keyboard shortcuts and present content with large mouse pointers and fonts.; Together, we create an inclusive learning environment that allows everyone a fair chance to thrive.

  Wellbeing

  Boosting Wellbeing Through Microsoft 365 Training; At our core, we are passionate about empowering organisations to thrive. Recognising that your people are the backbone of any organisation, we emphasise the importance of training. Here’s how our Microsoft 365 training contributes to overall wellbeing:; 1. Skill Enhancement for Individuals:; o Our training programs equip individuals with the knowledge and tools they need to excel. When employees feel competent and confident, their overall wellbeing improves.; o Whether it’s mastering Microsoft Teams, enhancing collaboration in SharePoint, or streamlining tasks in Outlook, training positively impacts daily work life.; 2. Strengthening Organisational Health:; o A well-trained workforce translates to a healthier organisation. By addressing skill gaps and fostering digital literacy, we enhance business wellbeing.; o Organisations that invest in training create a positive work environment, reduce stress, and promote employee satisfaction.; 3. Holistic Approach to Success:; o Our training extends beyond technical skills. We emphasise soft skills, stress management, and work-life balance.; o When individuals thrive, the entire organisation benefits, leading to sustained success.; ; Together, we help champion a culture of learning, resilience, and wellbeing within your organisation.

Pricing

• Price: £650 to £1,250 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at zoe.oneill@cloud9bs.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.