Here's a checklist of things you might need to tell to your users to ensure the best experience:
The date when the contact centre platform will be ready for use.
Promote the simplicity of the contact centre platform including new features.
Promote new way working for example removal of desk phone replacing with softphone.
Promote where to find the new softphone, desktop app when live.
Reminder of any actions prior to launch for example audio set-up.
Any instructions needed around headsets if applicable.
Reminder of in-call controls via the desktop for example call queues/availability/recording.
Information on roles and responsibilities and all relevant/additional information for those identified as supervisors.
Information on roles and responsibilities and all relevant/additional information for those identified as admins.
Where to access any training and who to contact for support.
Top tips from our user adoption experts
Top tips:
Identify what the change means for users – Understand and communicate how the new solution will impact users' daily routines and workflows.
Create awareness – Ensure users are aware of the upcoming changes and the reasons behind the switch to the new service. Ensure you use the right communication channels to inform your users, so they don’t miss the message.
Provide step-by-step instructions – Offer clear, step-by-step guides on how to get started with the new solution.
Share learning resources – Provide links to tutorials, webinars, and other resources that help users learn how to use the service.
Remind users of updates – Keep users informed about updates and new features through prompts and notifications within the app.
Highlight key features – Emphasise the most relevant features that will enhance users' productivity and collaboration.
Offer hands-on demos – Conduct live demonstrations or virtual sessions to show users the new system in action.
Set up a support network – Establish a network where users can seek help, including dedicated support teams and peer-to-peer assistance.
Collect feedback – Gather user feedback and make improvements based on their suggestions to show their input is valued.
Celebrate milestones and wins – Acknowledge and celebrate key milestones, such as successful deployment phases or reaching user adoption goals. Recognise individuals and teams who are leading the way.
Gamification – Implement a points system where users earn points for completing training modules, attending demos, or providing feedback, with recognition for top performers.
Hear from experts on the importance of a people first, technology second strategy.
Read our guidelines for effective user adoption strategies:
Need help with user adoption? Request a free 30-minute consultation with one of our experts. We'll address your specific questions and needs, including:
Communication strategies.
User readiness.
User adoption tips.
To request a session, email us with your questions for tailored advice.
Track KPIs regularly post-launch to assess if the solution is meeting business goals and customer expectations.
Optimisation cycles:
Continuously optimise the system based on performance data, and agent and customer feedback.
Purchase dedicated training sessions
As well as the free training sessions made available to you when you purchased the service, we offer further training sessions dedicated to your organisation. We have the following sessions that can be purchased. Enquire now and one of our User Adoption Specialists will be in touch with full details.
Overview of Finesse Agent Desktop, Supervisor Portal and Administrator Portal
Description
1 x Finesse Agent Desktop
The session gives an overview of how to log into queues, handle calls, accept/respond to inbound calls via Finesse Agent Desktop.
1 x Supervisor Portal
The session gives an overview of how to view, manage user types and profile, monitor calls and create reports.
1 x Administrator Portal
The session gives an overview of how to manage users and skills, manage agent profiles/teams and other advanced admin functions.
Type
3 x live virtual instructor led
(1 x Finesse Agent Desktop,
1 x Supervisor Portal,
1 x Administrator Portal)
Sold as a bundle.
Participants
Refer to individual sessions below for details on no. of attendees.
Duration
Refer to individual sessions below for details on duration.
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