Often, there’s a disconnect between functional application training and customer service training – it’s awkward for staffers to switch between the two. To help trainees manage the interaction with customers and systems, I recommend guided rehearsal sessions.
Getting the word out about your new PeopleSoft system is one of the most important and challenging tasks associated with an implementation or upgrade. Universal utilization of the system is crucial. But how do you spread the word with a limited training & communications staff?