Skip to content
EN
Demo
Platform
CallsQueues and routingIVR (phone menu)Smart transferAuto dialerBrowser-based softphoneClick-to-call
Messaging and customer dataUnified inboxForm builderCustomer portalCustomer success platform
ManagementHistorical reportingReal-time monitoringShift scheduling
Deployment and securityIn our cloudOn your serversHybrid deploymentData security
Platform →
Solutions
IndustriesRetailReal estateBanking and insuranceTravelHealthcareEducation
Customer serviceFAQ self-serviceOrder status without an agentAfter-hours coveragePeak days without overloadConversation quality assurance
SalesLead qualificationAppointment bookingRepeat salesLoyalty program
Outbound communicationPayment and overdue remindersNotifications and confirmationsPost-interaction survey
Who it's forBy company sizeBy role
Solutions →
AI agents
For customersVoice AI consultantAI consultant in chat
For employeesAI assistant for calls and salesAssistant for work questionsNew hire onboarding
TechnologyKnowledge baseSpeech analyticsAI connectorModelsData security
ServicesAI agent trainingMachine learning
AI agents →
Integrations
CRM systemsSalesforceHubSpotDynamics CRMSAP CXZoho CRMPipedrive
ERP systemsSAPNetSuiteBusiness CentralSageOdoo
Help desk and team chatZendeskFreshdeskServiceNowSlackMattermost
Messaging and socialWhatsAppViberInstagramFacebookSMSLive chat
Telephony, API, and AIAsteriskAMI, AGI, and ARIKamailioFreeSWITCHAPI and protocolsMCP connectors
Integrations →
Pricing
Company
ResourcesBlogCalculatorsComparisonsLibraryGlossary
ServicesOpen SourceImplementationDevelopmentSupportTraining
ContactsContact usAboutFacts and figures
Company →
Language: English
Demo

Services

Training on the system

With training, your team works confidently in the new system from launch day: service doesn't slip while people learn, and support isn't flooded with simple questions. Our specialists train each role separately – agents, supervisors, and admins – using real situations from your business, and before launch everyone tries the key actions themselves. Later, we train new hires and walk your team through new features.

Get a quotePricing
3role-based programsFor agents, supervisors, and admins
Before launchfirst hands-on practiceReal actions in the system, not slides
RemotesessionsJoin from anywhere
Articlesfor new hiresOpen right on the job

Curriculum

What we teach

We build the program around your team's roles and tasks.

Agents: callsAnswer a call, transfer it to a colleague, open the customer record, and log the outcome.
Agents: messagingHandle conversations from messaging apps, web chat, and email without losing sight of the customer's past inquiries.
Supervisors: the floorWatch line load on the live dashboard and coach an agent during a call.
Supervisors: reportsBuild reports on calls, people, and queues, and see where customers wait too long.
Admins: settingsRework call routing, greetings, and schedules, and add users.
Admins: permissionsGrant access by job role and check the audit log for who changed what in the system.
Working with AIUse AI assistant suggestions and review conversations handled by the AI consultant.
Your in-house trainerWe train this person in more depth and hand over materials so they can onboard new hires themselves.

Examples

When you need training

Common situations and what changes after the sessions.

Getting ready for launch

Your team used different software before and has never seen the new system. Before launch, each group trains separately: agents take practice calls and messages, supervisors work through monitoring and reports, and admins try changing settings. On day one, everyone knows where everything is.

  • Groups by role
  • Practice calls
  • Ready for launch
Situation 1 of 4

The number and length of sessions depend on how many roles and employees you have – we list them in our proposal.

Results

Why training pays off

Launch

The first days go to work, not learning

People know the interface before launch, so in the first days they serve customers instead of hunting for buttons.

  • Practice before launch
  • Familiar interface
  • Customers from day one

Hours

Fewer simple questions to support

When employees know the system, they contact support about the basics less often. Plan hours go to changes, not hand-holding.

  • Fewer requests
  • Hours for changes
  • Answers in the knowledge base

Consistency

Everyone follows the same rules

Employees in the same role learn from one program and pass the same check, so they work the same way: they log call outcomes correctly and transfer customers to the right place.

  • One program
  • Call outcome
  • Correct transfer
Customers don't wait while you learnBy launch, your team has already taken a practice call, answered a chat, and found a customer in the system, so the first days aren't lost to learning.
No wasted work timeAgents learn calls and messaging, supervisors learn queues and reports, admins learn settings. Nobody sits through sessions they don't need.
Skills they can use right awayWe work through your own queues, inquiry topics, and software, not a textbook example, so what people learn applies immediately.
Answers at handAfter training, articles about your system live in the knowledge base. Employees find answers themselves without pulling in engineers, and your paid hours go to changes.

Process

How training works

  1. 01ProgramWe find out which roles your team has and what each needs to be able to do.
  2. 02MaterialsWe pick training cases from your company's day-to-day work: common topics, queues, and software.
  3. 03OverviewOne meeting for the whole team: we show the entire system, and managers see the new way of working.
  4. 04SessionsWe meet online with each group and clear up anything unclear.
  5. 05PracticeEveryone repeats the actions themselves and takes a short check at the end – so it's clear what to review.
  6. 06ArticlesWe document your settings in articles so new hires can learn on their own.

Terms

Training terms

Who we train
Each role separately
Format
Remote role-based sessions with hands-on practice in the system
When
Before launch, for new hires, and after changes
Materials
Articles about your setup and session recordings
Pricing
Support plan hours

Planning

What to prepare for training

Who needs training?Make a list of people broken down by role. It determines how many groups and sessions we'll need.
When is launch?Tell us the launch or change date so sessions happen shortly before it and nothing is forgotten.
What situations come up most?List the inquiries your team handles most often. We'll build the training examples around them.
Where will people train?They need computers with a browser and a headset – the same ones they'll work on.
Who will be your in-house trainer?Choose an experienced employee who will help new hires after the sessions and bring questions to us.

Q&A

Frequently asked questions

Who do you train?

Everyone who uses the platform, from a new agent on the phones to the admin. Each group has its own program.

Is training part of implementation?

It's usually one of the launch stages, but you can also order training separately – for example, before the busy season or after changes.

How do sessions work?

Online, in small groups of the same role. Half the time is hands-on: people click the buttons themselves instead of watching slides.

Can you train new employees after launch?

Any time: we run a session for a new group, and people who join one at a time can rely on our articles.

Can our own employee train new hires?

We can prepare your in-house trainer separately: they get our materials and session recordings and then onboard new employees themselves.

How is training different from onboarding with the AI assistant?

In a session, our specialist shows how to work in the system. The AI assistant guides a new hire every day: it explains your products and company rules and lets them practice on sample conversations.

New hire onboarding →

What's left after the sessions?

Articles describing your settings and a recording of every session. People open the articles as they work, and the recordings are there for anyone who missed a session or joined later.

Do you train after updates?

After a new version or settings changes, we hold a short session and show what's changed.

How long does training take?

It depends on the number of groups and people in them. We state the duration in our proposal.

How much does training cost?

Sessions are billed in support plan hours, like the rest of our work.

Glossary

Terms on this page

Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call routing
Rules the system uses to decide who gets a call. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →

More

Related

Implementation How we set up the contact center for your company – from the first meeting to ongoing support. Learn more Support How we support the system after launch and make changes on request. Learn more New hire onboarding How the AI assistant helps a new employee get up to speed on the line every day. Learn more Knowledge base Where the guides and answers your team and AI agents use are stored. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

Updated: