Maximize Unified Communications Success with End-User Training

Unified communications (UC) can be a game changer when it comes to productivity and convenience. It centralizes your communications tools, allowing employees to access a single program whenever they need to share or discuss information.   When you invest in a new UC platform, you may expect to experience the productivity benefits almost instantly. However, when you don’t see a significant return on investment (ROI) immediately, it can be both confusing and frustrating. After all, UC is supposed to make communication simple and accessible to everyone.   But assuming your end users will take to a new UC platform like a fish to water isn’t realistic. Every newly implemented technology has a learning curve, and not everyone will adapt as quickly as you’d hope. To put it simply, the solution can only provide value if your employees know how to make the most of what it has to offer, and that can make end-user training a necessity  

Why You Should Invest in UC End-User Training

  Many companies consider end-user training a “nice to have” instead of a must. This is especially true for technologies that are often touted as user-friendly, leading to the assumption that your employees will intuitively understand how to make the most of your UC platform.   However, an adjustment period naturally accompanies the deployment of any new system. If the operation of your new UC platform varies in the slightest from the previous status quo, at least a portion of your end users is guaranteed to struggle.   Additionally, most UC systems are incredibly feature-rich, providing employees with options that just weren’t available in the old solution. Without training, they may not be aware of how to use these exciting tools and capabilities. In fact, your staff might not know that they exist at all.   End-user training provides you with a mechanism for both showcasing what your UC platform has to offer as well as increase everyone’s comfort level in regards to the new technology. Not only can this enhance productivity, but it also increases buy-in, accelerating the rate at which your users embrace the platform.  

How to Provide UC End-User Training

  When it comes to providing end-user training, you have numerous options. You could create helpful guides and handbooks, create a computer-based learning module, or even host hands-on instructor-led classes with one-on-one support. All of these approaches can be appropriate, depending on the size of your workforce, how tech-savvy your average worker is, and your employees’ preferred learning method.   However, one method that is often highly successful is to select tech-savvy employees to serve as end-user training contacts or ambassadors. Assist them in learning the platform by providing them with substantial training and hands-on experience, then allow them to serve as training liaisons for specific workgroups.   You also want to make sure your IT staff is highly familiar with the platform, as they are guaranteed to get calls should an end user experience an issue or have a question.   By providing your staff with training, you empower them to make the most of your new UC platform, allowing you to experience the productivity-boosting of the technology sooner and experience a positive ROI.