While Cisco UCCE Finesse, ECE, and eGain Desktop Advisor software can provide a seamless user interface for your Agents and Supervisors, we now know through feedback and measures gathered over the past couple of years that its the quality of the Knowledge Base and its usage that drives performance and efficiency, both among your external customers and internal employees.
Our onsite Knowledge Courses are the premium training solution for any Cisco or eGain KB deployment. Participants will learn about using eGain Knowledge based on their role within the Knowledge tool from an eGain Knowledge training expert. In keeping with our learning pedagogy at Cohesia, participants on Knowledge courses are schooled in the context and concepts of Knowledge Administrator, Knowledge Manager and Knowledge Author to the extent that your team will take ownership of the KB and help you to transform all of your Mail, Chat, Artificial Intelligence and Social interactions into first class customer success.
The eGain Mail and Chat All in One instructional courses are an all in one solution that can be delivered over 3 days.
Participants learn about eGain Mail based on their role within the organization.
From Admin to Supervisors and Agents, all have 2 sessions to attend.
Formal structured training is implicitly supported with workshop sessions filled with practical, contextual exercises and in class tutorials built for each unique class and its participants.
We teach classes in Cisco UCCE and eGain Business Analytics, a powerful platform for the measurement and management of Contact Center operations in Real Time and Historical Data sets. Our expertise lies not only with the software tools, but in our knowledge of the metrics being used and then presented through the gadgets layer in Cisco Finesse and eGain Digital products. We run formal in person classes for teams, remote learning, online self-paced training and offer a range of tool tops and guides to support your transition to Cisco and eGain products.
We consult, mentor and train at all stages of a project. We guide your people towards how to optimise your security framework for users, how to plan and build a robust report structure through gadgets, how to resource manage and provision to UCCE, right through to Supervision and Agent Management.
Highly successful courses delivered in high pressure multi million dollar projects
TRAINING Cisco Powered Contact Center
Modern. Global. Enterprise. Professional. Reporting.
We combine the best of today's rapid learning approaches, using both training content featuring In Context bite-sized learning for occasional users. We combine this with classroom staged events and courses for business and technical users, and follow-up mentoring sessions once the initial learning experiences are embedded. The results are often an astonishing overall uplift in baseline knowledge and active awareness across the business.
GLOBAL REACH - LOCAL FOCUS
Our expertise is founded in 30 years of experience in the delivery of global training programs. We have created extended programs and rollouts of new software for major banks, online travel agencies, insurance groups and telecoms companies alike. Typically these are rolled out over several months across the lifecycle of a new software transformation or implementation. We understand how to work with vendors, resellers and the customer, and more importantly, how to support the business goals of our customers through the stages of a learning lifecycle. We partner well. We are with you every step of the way.
We know the purpose of training and education in a business context can get wrapped up in the features and benefits culture that surrounds software, or the academic career progressions of your L&D department. That's why we say we are
We work, plan, design and deliver through professional master instructors. No SME's. No part-timers. No Techies who can't teach. No Pre-Sales guys masquerading as trainers. Just professional master trainers. Here's what one major bank had to say about this... "It's just so refreshing and an absolute pleasure to be taught like this. I know that our team is actually going to learn it and retain it this way. Usually the vendors send in some technical expert with 400 slides, and after 5 minutes most of us have switched off and gone back to our day jobs. Thank you so much." - Project Manager at a major banking institution in the United States.
GLOBAL STRATEGY REPORTING
User Reporting, Data Analytics, Center Management, Metrics - Our metrics are all aligned to business goals. Your goals for this year. Talk with our experts and they will help you define the benchmarks and metrics you need to make a 5-20% increase in revenue growth from what you already have.