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Elevating User Education to Cultivate Client Success

July 13, 2021 / Evolve IP

Introducing new technology has the potential to boost productivity, empower employees, and increase organizational performance. Yet, if an employee doesn’t feel comfortable using a product, then they will not use it to its full potential. Thereby robbing themselves of the many features and functionalities the new technology can not only bring to their individual work performance but their company’s performance as a whole.

There have been numerous studies performed to better understand how product adoption rates are affected by user education, including the Technology Service Industry Association’s (TSIA) Quick Poll[1]. The Quick Poll revealed that with training and education:

  • 68% of respondents are able to use the product more
  • 56% of respondents use more product features/functions
  • 87% of respondents work more independently

Clearly, there is a strong correlation between end-user education and technology adoption. There are, however, other underlying factors that come into play. PricewaterhouseCoopers’ Technology at Work study[2], which surveyed 12,000 workers around the world, found that employees are motivated to use new technology for one of three reasons:

  • To help them advance their careers or gain status (cited by 37 percent of respondents)
  • Because they are curious about the promise of better efficiency and teamwork (34 percent)
  • Because it helps them do their work more easily (29 percent)

By understanding the nuances of technology adoption, businesses can appeal to their employees’ individual motivations and tailor their product education programs accordingly.

Evolve IP is enabling our clients to take their Evolve IP product adoption to the next level by launching a new Client Training Center. Powered by Northpass’ modern corporate learning platform, the Client Training Center improves training efficiency and product adoption by providing engaging, self-paced content in an “always-on” academy environment. It will also enhance enterprise-grade collaboration and communications, virtual desktops, and take contact center products and services to the next level. All US clients and their employees can access the Client Training Center via Evolve IP’s website and attend live virtual classes, watch pre-recorded classes, track their learning history, follow learning paths designed for their specific industry focus or position within the company. Learn more.

 

Citations:

[1] Borgini, Julia –  https://blog.learndot.com/learning-how-customer-education-impacts-software-adoption

[2] Zielinski, Dave – https://www.shrm.org/resourcesandtools/hr-topics/technology/pages/how-to-boost-lagging-adoption-new-hr-technology.aspx

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