Training Services

The ActiveAgent solution is so accurate because subject matter expertise is used to create and maintain the system.   When business experts own and operate the knowledge base, the customer wins.  Next IT trains your best marketing, customer service, and business strategists to use our tools.  The training courses we offer include:

Customer Support Training
This training course is intended for those who use the ActiveChat component of ActiveAgent.   For this course, Next IT routinely employs a Train-the-Trainer methodology.  We train your instructors and they train your customer service reps on how to operate the components of ActiveChat.

Content Administrator Training
Next IT will train your content administrators on how to request changes to the knowledge base.   During the course, your staff will learn the basics of FPML structure, and are taught how to use the DiscussionReview.  At course completion, your content administrators will be able to review chat logs and request changes to the knowledge base.

Knowledge Base Author Training
Knowledge base authoring can either be done by Next IT or it can be done by your staff, depending on the type of software maintenance plan you purchase.  If you determine that you would like to perform knowledge base authoring internally, then Next IT will provide training on ActiveLab.  During training knowledge base authors will be instructed on all aspects of knowledge base creation, maintenance, and regression testing.

ActiveAgent System Administrator Training
Next IT will train your system administrators to setup and configure the components of the ActiveAgent system.  During this training, your administrators will learn how to implement updates, publish content changes, and move releases from Development to Test to Production.