Cisco Technology Support Services - Mentoring
Housley Instructors have over 12 years in-depth knowledge and proven experience in Cisco Contact Centre technologies, and we offer a range of support services to customer end-users and Cisco’s Channel Partners.
// Cisco Contact Centre Technologies:
- UCCX: Unified Contact Centre Express
- UCCE: Unified Contact Centre Enterprise
- CVP: Customer Voice Portal
Housley can provide mentoring services to assist your staff bridge the gap between classroom training and onsite, real world deployments. This could mean providing professional advice to identify, analyse and recommend tailored training solutions to meet your specific deployment requirements, or to work directly alongside your personnel during critical Contact Centre projects. Our services include:
- One on one / or one to team mentoring
- Onsite support
- Cutover support
- Scripting and reporting to create / replicate / enhance critical Contact Centre processes
- Project personnel to supplement existing team
// Case Study
An enterprise client who had taken delivery of a Cisco Unified Contact Centre Express (UCCX) solution – was looking for training of their onsite administration staff. The organisation had a services contract with a Cisco partner – who had sold and deployed the solution, and would be providing ongoing support at all levels. However, the onsite company administrator was not confident with the level of knowledge he had of the system, and of the day-to-day questions he might be called on to answer from Contact Centre management and senior staff. Likewise, as a completely new Contact Centre technology to work with, senior staff were unsure of how the solution would work for agents and their own roles at the “go-live” date.
Recognising this, Housley was called in by the partner and end customer to assist. Prior to the “go-live” date, the Housley Consultant / Instructor attended the site and spent 2 days with the Administrator and some key stakeholders, giving an overview of how their UCCX worked and how it fits into the organisation, key features and day-to-day functioning in the Contact Centre. For the Administrator, one-on-one time was spent working through multiple menus, demonstrating features, understanding some basics around scripts, and some base-level troubleshooting, so that quick or minor issues could be solved on the spot without needing to refer to the Integrator. For the Administrator and staff involved with reporting, a session was spent on accessing and using reporting options. As a result, both the Administrator and Contact Centre staff felt more confident using the newly installed Cisco technology, and were able to effectively use the system from day 1. For the partner, who didn’t feel suited to the training task, their job at go-live was made far easier by having the customer ready to work with the new solution, with the “go-live” itself being a much smoother and less nervous experience for all involved.
Call us on +61 2 9954 4055 to discuss your requirements, or write to us at firstname.lastname@example.org