In our technology space, "training" and "adoption" are more than just popular buzzwords for technology implementation. Training is the bridge that leads directly to user adoption, which is key to turning licensed features into part of the daily workflow. Even when a new solution is perfectly optimized, skipping out on training inevitably leads to a prolonged, frustrating learning curve for your team. This struggle to get comfortable with an unfamiliar tool results in lost productivity and more than a few headaches.
There is a direct connection between your return on investment (ROI) and good training. At CallTower, we’ve found that effective training actively results in better equipped and capable users who can engage with the new tools confidently and consistently. This increase in skill further impacts ROI through productivity gains, reduced support issues, and a better overall customer experience.
ROI is about more than just a successful deployment. Choosing a sophisticated technology solution is a great start, but the real value comes when your users adopt the right behaviors, such as muscle memory skills and personal familiarity that a user develops with the technology over time. This adoption builds confidence, making it easier for a user to utilize their tools, which leads to improved capabilities and users who need less help from internal support teams. More importantly, these skills are employed consistently to get the real work done.
In short, effective adoption brings:
Faster time-to-value
Fewer support tickets
More consistent workflows
Better customer interactions
Skipping training immediately introduces stress and frustration into your team’s daily routine. For example, if an untrained user is on the phone with a customer, the user will be too focused on overcoming a technological problem, such as transferring the call, over the customer’s actual needs.
What's happening at that moment, as explained by research, is an increase in cognitive load. Their brain's limited working memory gets hijacked by the struggle with the tool. This means less focus on their primary, business-related tasks. The net result is lost productivity, all because the user didn't have the skills to make effective use of the tools at their fingertips.
As you can imagine, training only works when it’s intentionally tailored to real workflows. Different users have different needs, even if they're on the same team, and different audiences need different levels of training. A system administrator, for example, needs a higher level of training than a front-line user. Effective training starts by asking, "What does an average day look like for you?" and then builds a support structure to help users achieve proficiency in their daily tasks.
Engagement also matters. Research shows that adult learning isn't a one-size-fits-all approach, and trainers need to provide multiple ways for people to learn and engage. For instance, effective training should at minimum include live demos and Q&A sessions based on real-world examples. To make sure the knowledge is retained, reinforcement is key, and can take the form of follow-ups, recordings, hand-out materials, or refresher sessions. Training shouldn't end after one live session; it should be an ongoing part of the day-to-day experience.
At CallTower, we take a customer-centric view of training. It starts with an intentional hand-off between you and our implementation team. We have defined touchpoints with you throughout the process to gather the details needed to customize the training to your unique needs. Sometimes that means creating custom documentation, other times it means on-site or virtual training. Flexibility is key to providing effective training. Ultimately, we deliver customer-specific content with one simple goal: make your users confident, capable, and ready to maximize their communication tools.
From the moment you meet your assigned training specialist, CallTower Training sets the stage for improved ROI. Our customer touchpoints provide clarity and alignment before, during, and after you go live to ensure adoption sticks. We achieve this through:
Flexible on-site or remote delivery
A dedicated trainer aligned to your environment
Live end-user and admin training
Recordings and on-demand resources
Follow-up Q&A and reinforcement
Training isn’t just a nice-to-have extra. It’s how you unlock the full value of your UCaaS and CCaaS investments.
If you are ready to enhance your team's productivity, contact the CallTower Training Team at CustomerTraining@calltower.com. Let us help set you up for success!