Training

Training ensures that you maximize the full benefit of your HigherGround solution HigherGround's personalized training services are designed to suit your individual and business needs upon installation and throughout the life of your service agreement. Our training program is taught by exceptional instructors -- the same that train our own technicians. The instructors teach courses that address your unique business challenges, objectives and goals. Training modules are offered at our corporate headquarters in Los Angeles, CA, on-site at your place of business, and via online remote meeting. Standard training programs includes:

System Administration
This session gives system administrators the knowledge to configure, manage and maintain the HigherGround system. Add and delete users, configure recording groups, define recording triggers and manage archives.

Supervisory
Trains managers to search for and playback recordings, productively monitor and evaluate agent performance on-demand and real-time, design and utilize grading forms and generate reports.

Agent
The course provides trainees with the skills and understanding needed to utilize the HigherGround applications to productively manage the recordings and data captured by the system. Search for and playback recordings, monitor calls in real-time, generate reports on telecommunications data and schedule reports to run or print automatically.

Evaluation
The course provides trainees with the skills needed to utilize HigherGround's Calibre Evaluation application or Next Generation Capture911 incident reconstruction solution to productively monitor, evaluate, and improve agent/dispatcher performance. Design and utilize grading forms in Evaluator that are reflective of their environment. Recording workstation screen activities with Screen Capture is an additional tool to support quality assurance programs in improving agent efficiency.

Analytics
The session teaches the trainees to utilize HigherGround’s Calibre Analytics and Capture911 to enhance the true understanding of the enterprise’s telecommunications systems. The Analytics modules are integrated within the Interaction Recording solution, providing managers with a comprehensive tool with which to enhance the value of the information that can be gathered from the enterprise’s telephone interactions with its customers or clients.

Ongoing Training
Innovative features are added to our solutions on a regular basis. Training continues well after installation as we inform and educate clients about upgrades and tools via online training webinars.