Short answer
Smartz Academy gives each role a learning path with certificates. For example, the Commz Agent path takes about 5 hours, Engage User about 1 hour 15 minutes and Analyz about 1 hour 40 minutes, and managers can see enrolment and completion, so adoption is measurable.
In detail
Learning paths by role (approximate):
- Introduction: about 10 minutes.
- Engage User: about 1 hour 15 minutes.
- Analyz: about 1 hour 40 minutes.
- Engage Supervisor: about 3 hours 5 minutes.
- Commz Agent: about 5 hours 10 minutes.
- Commz Supervisor: about 13 hours 20 minutes.
An Engage Administrator path of about 2 hours is also available. Each path uses numbered curricula with micro-lessons, multimedia, quizzes, exams and certificates of completion.
Manager Insights shows unique users, total enrolments, how many learners have started versus completed, and who has not signed in, so licences do not go unused.
At go-live, FirstNet enrols your agents and supervisors in the relevant Smartz Academy courses before handing over to FirstNet Support. Engage also includes e-learning for your own material, so product and process training can sit alongside the Smartz courses in one place.
Source: FirstNet Contact Centre service page →
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