Learning and support for VoIP telephone systems
Installations of VoIP telephones are outpacing installations of traditional telephone systems. The benefits for users and the potential cost savings for companies are considerable but how can managers be sure that staff will adopt the new technology smoothly?
Cees Louwers, Managing Director, LearningGuide said: “VoIP implementations involve installing new telephone sets and providing users with instructions on how to use and get the most from the new technology. However, most implementations focus on installation and not on end-user support, which leads to issues with the rate of user adoption. LearningGuide supports end-users in the use of VoIP telephones, including supporting users to get the best from the many new features.”
LearningGuide implemented its first VoIP support system at TNT Express in the Netherlands, providing TNT Express staff with just-in-time instructions on how to use the new system. LearningGuide has since developed standard support content, for Cisco IP Telephones and has installed VoIP support systems for a variety of clients across both the commercial and public sectors.
Using LearningGuide, users browse to short step-by-step instructions for the features of the VoIP phone system that they wish to use and are able to link to deeper reference material when needed. “Our philosophy is to provide users with just the right amount of information so they can quickly find out what they need to use the VoIP technology to support the task in hand,” added Louwers.
In-company helpdesks use LearningGuide systems to answer common IP telephone support queries by e-mailing users links to the relevant LearningGuide support objects, saving time for both the helpdesk and users. During new VoIP roll-outs learning and support content can be ‘pushed’ to the desktop to get the right level of learning into the workforce at the right time. LearningGuide support systems can be updated internally by the IT support team, for example adding in support content for other types of office equipment, quickly and easily and without the need for specialist programming knowledge.
Learning and support content for company process, computer applications and organizational policies and procedures, can also be added to LearningGuide systems.