Importance of User Training with Cloud Collaboration

You’ve decided to move your organization’s phones to the cloud, and you are excited to see the advantages you’ve heard come with the migration.

Then, your IT consultant tells you that this project will include 30 minutes of training for groups of 10 to 15 users, and all your employees should complete this course.

If at first you’re taken aback by the recommendation for training, you’re not alone. 

At The KR Group, our strong suggestion for user training on cloud collaboration systems has occasionally been met with confusion or hesitation. 

However, our goal is to ensure your new cloud phones launch as smoothly as possible, which means making sure your users understand what changes they should anticipate.

Some of the reasons we stress user training include: 

  1. Updated layout
  2. Essential functions
  3. Added or lost capabilities
  4. Additional training

All migrations impact your users to some degree, but by providing training on the following points, you can get a jump start on having your users understand and use the new system. 

 

Updated Layout of Cloud Collaboration Operating Systems

A few years ago, I ditched Apple and bought my first Android phone. For the first week, it took me three times as long to do anything on the new device. 

Your users will likely have a similar experience when you switch phone vendors. However, the platform’s layout will differ, and options and buttons might be in different locations. 

You should expect a learning curve whenever you switch operating systems, and training is critical to minimize frustration and user errors.

You’ll end up paying for employees to learn the new system at some point. But by scheduling training time, you can efficiently teach users about the updated layout of the cloud collaboration solution. 

Otherwise, you’re still paying your users to learn the operation system, but it’s happening every time your user struggles to work through the new interface while using the solution. 

 

Essential Functions of Cloud Collaboration

Beyond the operating system layout differences, your users will also need to understand how to access the essential functions in the new solution. 

If you’re moving from an on-premises to cloud solution, training might start with guiding users through the desktop or mobile application.

You may want to review policies for calling out. For example, many cloud phone solutions don’t require you to dial a number before making an outbound call. 

 

Added or Lost Capabilities

When you switch to a new cloud collaboration system, you might add or lose capabilities. 

Another important component of training is ensuring your users understand what features they may no longer have access to and the new options and how to use them. 

You don’t want users to be spending extra time looking for a feature that doesn’t exist on the new platform, and you shouldn’t expect your user to find new features on their own. 

 

Additional Training

All of your users should receive some level of training on how to use the new phone solution; still, some users should receive extra training. 

For example, receptionists will likely receive a higher volume of calls and conduct more transfers than general users. You might consider providing those users with additional training to ensure they’re confident with those processes

Also, if you have a contact center integration, those users will need to understand how to use features specific to that solution.  

 

Ready to Train Your Users?

Ultimately, the goal is to minimize confusion and help your users be confident and efficient when using your new cloud-hosted collaboration system. 

This means making sure they understand the new layout of the phone system and can navigate to the most important functions of the phone system. You’ll also want to ensure your users understand what old features may have gone away and what new options they have. 

But how do you guide your users through this all? 

Depending on the cloud-hosted collaboration vendor you choose, they may offer training. However, if your provider doesn’t have a native training program, you can ask your IT consultant to help you get your users up to speed on how to use the new phone system effectively.  

To get started setting up your phone migration and subsequent training, schedule a time to review your options and set up next steps.

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