Navigating Innovation, Technological Advances,
and Data Security
In the ever-evolving landscape of telecom and IT, off-the-shelf training falls short. Businesses in this industry require constant innovation and encounter fast technological changes. There is also the pressure of rapidly changing customer needs, which calls for staff with up-to-date skills and expertise.
At Upside, we specialize in sculpting tailor-made learning solutions, finely tuned to the intricacies of this sector. Our goal is to not just disseminate information but to empower your teams to lead with confidence and innovation.
Array of Custom Learning Solutions
for Your Diverse Needs
Technical Proficiency
Network Infrastructure Mastery
Ensure your teams are at the forefront of technological evolution in the telecom and IT space with training on IoT deployment, edge computing, 5G networks, Software-Defined Wide Area Network (SD-WAN) implementation, and network virtualization.
Equipment Familiarization
Understanding and mastering essential Telecom and IT equipment and tools crucial for network optimization and maintenance.
Software Proficiency
Gaining expertise in specialized software for network management, such as OSS (Operations Support Systems) and BSS (Business Support Systems).
System Administration Essentials
System Administration Training on maintaining and troubleshooting servers, networks, and operating systems to ensure seamless IT operations.
Complex Subjects Made Simple
Simplify complex software application and development topics with eLearning, allowing self-paced training for IT services.
Implementing ITIL for Efficiency
IT Service Management (ITSM) Equipping professionals with ITIL best practices to improve IT service delivery and management, enhancing overall efficiency and customer satisfaction.
Field Operations and Maintenance
Effective Network Troubleshooting
Equipping professionals with troubleshooting skills essential for maintaining uninterrupted service and resolving network issues promptly.
Optimizing Service Delivery
Training on improving service quality, reliability, and performance for enhanced customer experience.
Process Training
IT Governance and Compliance Training on frameworks such as COBIT and ISO/IEC 27001 to ensure IT processes align with business objectives and compliance requirements.
Project Management Introducing project management methodologies like PMP, PRINCE2, and Agile to streamline IT project execution and delivery.
Sales and Customer Engagement
Product Knowledge
In-depth training on telecom and IT technology services and products, including detailed specifications, features, and comparative advantages to effectively communicate with clients and stakeholders.
Customer Interaction
Skills Training focused on enhancing communication, negotiation, and customer relationship management for successful interactions with a diverse clientele.
Cybersecurity Awareness
Understanding Threat Landscapes
Training to recognize and respond to cybersecurity threats, protecting sensitive data, IT assets, and networks from potential breaches.
Best Practices in Security Measures
Educating teams on cybersecurity protocols, compliance standards, and risk mitigation strategies within the telecom and IT technology sector.
Process Training
Standard Operating Procedures (SOPs)
Training on standard protocols for network configuration, maintenance, and troubleshooting, ensuring operational efficiency and adherence to industry standards.
Agile Methodologies
Introducing agile practices to optimize Telecom and IT operations, fostering adaptability and continuous improvement.
Partner Collaboration
Supplier and Vendor Training
Ensuring partners grasp the intricacies of Telecom and IT services and their role within the supply chain, promoting seamless collaboration and service delivery.
Logistics and Distribution Training
Educating personnel involved in product deployment and customer service to ensure efficient supply chain operations.
Onboarding and Compliance
Company-Specific Policies
Introducing new hires to company-specific policies and the company culture.
Regulatory Compliance
Educating employees about regulatory frameworks relevant to the telecom and IT sector, fostering a culture of compliance and safety.
Our Approach to Designing Training
Our Approach to Designing Training
Understanding Your Specific Needs
We thoroughly examine your company's needs to make sure our training is precisely in line with your goals.
Tailored Content for Diverse Teams
We carefully assess your organization's requirements to ensure that our training properly aligns with your objectives.
Immersive and Practical Learning
We employ immersive techniques like simulations and hands-on experiences for immediate real-world applicability.
Continuous Adaptation
Our learning solutions evolve with the industry, ensuring your workforce stays ahead by embracing ongoing changes and advancements.
Our methodology has led to outstanding results in delivering high-impact training solutions for the telecom and IT sectors.
Curious to witness our approach to action?
Our Approach to Designing Training
Our Approach to Designing Training
Understanding the unique challenges of the airline industry, our methodology involves:
Understanding Your Specific Needs
We thoroughly examine your company's needs to make sure our training is precisely in line with your goals.
Tailored Content for Diverse Teams
We carefully assess your organization's requirements to ensure that our training properly aligns with your objectives.
Immersive and Practical Learning
We employ immersive techniques like simulations and hands-on experiences for immediate real-world applicability.
Continuous Adaptation
Our learning solutions evolve with the industry, ensuring your workforce stays ahead by embracing ongoing changes and advancements.
Our methodology has led to outstanding results in delivering high-impact training solutions for the TeleTech sector.
Curious to witness our approach to action?
Our Success Stories
Building Consultative Sales Skills
A global technology leader’s sales training program, grounded in the Customer Success Model, is reshaping Sales Executives and CSMs. With self-assessments, reflections, and a stellar 4.21/5.00 learner rating, it stands as a decisive stride towards achieving customer-centric mastery.
Interactive Pre-Work Modules for a Sales Training Initiative
Amidst a time, crunch, a tech solutions company embraced scenario-based eLearning for sales training. The result: concise modules featuring dynamic content, animated videos, and strategic persona integration. Discover the pathway to consultative selling success in this accelerated journey!
Demonstrate Business Value
Explore how a tech company successfully integrated a new offering into customer conversations by understanding pain points and mapping solution features. The collaboration with Upside Learning produced guided demos for identifying pain points and interactive demos for practical scenarios. Discover how this approach equipped the sales team to seamlessly demonstrate the business value of the new solution.
Demonstrate Business Value
Challenge
The tech company aimed to seamlessly integrate a new offering into customer conversations by understanding diverse pain points and mapping solution features. Collaborating with Upside Learning, the comprehensive solution included guided demos for sales reps to identify pain points and interactive demos with short scenarios illustrating solution features. This approach effectively equipped the sales team to demonstrate the business value of the new solution in conversations.
Solution
Tailored simulations and interactive demos equipped the sales team to effectively analyze customer pain points and demonstrate the new solution's business value in conversations.
Impact
- A subsequent study involving sales reps engaging in continuous learning showed a 24% increase in opportunities.
- The average opportunity value per seller increased by an impressive 23%.
Highlights
- Customized simulations fostering analytical skills.
- Interactive demos providing practical experience.
- Substantial increases in opportunities and average opportunity value for sales reps committed to continuous learning.
Destigmatizing Mental Health
Challenge
The airline faced low engagement with its mental health helpline, primarily reaching individuals with advanced symptoms. The challenge was to build awareness and encourage early intervention.
Solution
A digital experience was crafted, centered on dispelling myths about mental health and helping employees identify signs of poor mental health. The story-based learning included diverse personas with unique backstories, triggers, and recommended actions. Live footage of mental health professionals provided authentic medical advice.
Impact
- Achieved a 3X increase in employees seeking timely support.
- Elevated the employer brand.
Highlights
- Sensitive storytelling that addressed stigmas.
- Real-life experiences through diverse perspectives.
- Engaging narrative prompting deep reflection.
Leading the Way: A Leadership Preview
Challenge
A global clothing company needed a brief yet compelling training to introduce new managers to their key responsibilities, aiming to spark interest in detailed future programs. The course had to be interactive and comprehensive, enough to provide a strong foundation in just 15-20 minutes.
Solution
A global clothing company needed a brief yet compelling training to introduce new managers to their key responsibilities, aiming to spark interest in detailed future programs. The course had to be interactive and comprehensive, enough to provide a strong foundation in just 15-20 minutes.
Impact
- Boosted engagement with increased interest in managerial development.
- Provided a robust understanding of managerial responsibilities.
- Established a consistent knowledge foundation.
Highlights
- Interactive course map enabled self-paced navigation and increased engagement.
- Mixed-media content used graphics, animations, and audio to maintain interest.
- Engaging narrative and interactivities featured real-world scenarios for a dynamic experience.
- Reflective learning included questions and knowledge checks to enhance understanding.
Transforming Leadership for the Future
Challenge
A leading software company needed to convert an 8-hour traditional classroom training on Leadership and Coaching Fundamentals into a dynamic blended learning experience for employees in leadership roles.
Solution
We designed eLearning components complemented by live webinars, using high-quality visuals, animation effects, and interactive elements. The content covered growth mindsets, leadership as coaching, essential coaching skills, and practical scenarios to enhance retention and application.
Impact
- Upskilled leaders with improved mentoring and coaching abilities.
- Fostered a growth mindset, boosting leadership morale.
- Enhanced leadership influence across the workforce.
Highlights
- Engaging interactive design.
- Contextualized practice scenarios.
- Mixed media for diversity in concept presentation.
Interactive Pre-Work Modules for a Sales Training Initiative
Challenge
A technology solutions company required eLearning modules for sales employees as part of a comprehensive sales training initiative. The tight timeline added complexity to the project.
Solution
We opted for a scenario-based learning approach, focusing on two key use cases: data protection and databases. This modular structure facilitated easy content consumption.
Highlights
- Crisp information design with high-quality client images and concise content presented through infographic-style displays.
- Animated videos and scenarios added a context-driven dimension to the learning experience.
- Personas were employed to communicate key best practices and pose essential questions for sales representatives.
Building Consultative Sales Skills
Challenge
A global technology leader aimed to instill a customer-centric ethos within its Sales Executives, Customer Success Managers (CSMs), and partners. The challenge was to develop an effective sales training program introducing the Customer Success Model and providing continuous support throughout the Customer Success Journey stages: Onboarding, Adoption, Expansion, and Refresh.
Solution
The program was thoughtfully crafted with an introspective approach. Each section was initiated with a self-assessment and concluded with a reflection activity, fostering a conscious understanding of each Customer Success Journey stage. For learners uncertain about the journey, related sections offered incremental knowledge, ensuring a comprehensive yet manageable learning experience. Reflection activities empowered learners to evaluate and enhance their customer relationship-building practices.
Impact: The Customer Success Foundation Practice is in the pilot phase:
- Positive feedback from SMEs and sales generalists
- 4.21/5.00 Learner rating on it, helping increase their overall sales funnel
- Pilot phase with 15 learners, 10 completed in an average of 20 minutes
Highlights
- Customer-centric approach
- Interactive introspective learning
- Incremental knowledge acquisition
- Positive user feedback
- Part of a broader initiative
An Interactive Video Approach to Learning about Cyber Security
The Challenge
A global oil and gas company was looking for an intervention to help the employees and contractors familiarize themselves with the need for and importance of preventing cyber-attacks.
Solution
We implemented a dual approachโActivity-Based Learning through Interactive Videos and a subsequent Mini-Scenario Based Assessment. The five video-driven scenarios guided learners to understand the consequences of undesirable actions in the cyber security context, prioritizing experiential learning over didactic methods.
Key Features
- Interactive videos depicting everyday scenarios in a familiar office setup.
- Diverse interactivities for heightened engagement and contextual relevance.
- Consequential feedback offering insights into the repercussions of learners' actions.
