Long time no blog. We've been busy over at B-Lynk. With BroadSoft's latest release rolling out and many new customers launching the BroadWorks platform for the first time - we have seen an uptick of providers looking for "training"...however after developing and delivering 8 new courses in less then 6 weeks, I'm not sure "training" is the right term for the type of services we end up delivering. I'm actually considering launching a service called Train-sulting, because what we most often end up doing is developing highly customized training content for new product launches for sales people, or programs for customer end-users however the path we take to get there is much wider then the sidewalk used for storyboarding a simple and straightforward course covering BroadSoft-BroadWorks features and applications.
This path turns, there are lots of bumps and instead of following the customer's map, we end up being co-pilots on the journey. We point out what their customer's FAQs are going to be "if we design it this way, versus that way", what topics and features their sales people are going to struggle with and the most effective way to deliver this "training" to their customer, sales people, client support staff, etc. Can a Sales person really sit through a 3 hour webinar? Probably not. Or will Bill in Accounts Payable really sit and watch a 45 min. video on how to navigate through a web portal covering the features with his new phone service that he will occasionally need to access? Probably not. If the goal of providing training is anything but "providing training" then we need to determine what problem we are solving for and design effective learning tools to solve them.
