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The Importance of Technical Support for Training Events


We’ve all had the “pleasure” of sitting in a class or presentation only to watch the presenter struggle with the AV equipment. Or perhaps you’ve been in a computer training and logged in ready to learn—only to find that your machine wasn’t working correctly.

Nothing derails a training event faster than technical issues. And as our learning environments come to rely more heavily on advanced presentation equipment, computers and learning technology, the potential for encountering technical difficulties increases.

The increased reliance on technology in the classroom amplifies the importance of onsite technical support for training events. Plan for onsite tech support to set up, monitor and support the entire event.

Prior to Training:

By utilizing qualified technical support prior to the start of your training event, you can minimize technical disruptions by ensuring that your classroom is properly set up and that your equipment has been tested and is functioning correctly. Setup may include:

  • Wi-Fi connections setup
  • Remote user access setup
  • Bring your own device help

During Training:

Support during the event will provide the reassurance that should something happen during your training, it can be quickly addressed to minimize downtime.

Here are 5 reasons why you should always include tech support in your training plan.

Maximize Training Time

The time that your learners have to spend in training is precious. Whether you are training employees who are taking time away from their day-to-day responsibilities or your learners are customers who have opted to take your training, you need to maximize the time you have with them. Wasting any of this valuable training time dealing with technical difficulties is extremely problematic. Onsite technical support for training events can help minimize any downtime—keeping your learning on track.

Maintaining a Professional Training Environment

A professional training environment plays a critical role in communicating the expectations and value of your training. Technical issues can easily have a negative effect on the perceived professionalism—and thus the value of your training. For internal training, this makes it less likely that your learners will give the training the attention and level of dedication the material may require. For external learners, the perceived lack of professionalism can lead to your learners feeling like the training wasn’t worth their investment, and will leave a poor impression of your company.

RELATED ARTICLE: What does your choice of training venue tell your learners? Read our post, "Why a Training Venue Matters".

On the other hand, if technical issues arise but are quickly addressed by onsite technical support, your event will continue to be seen as professional—maintaining the attention and overall good impression of your learners.

Training Effectiveness

Your training has been carefully designed to move your learners through the material and exercises in order to allow them to effectively learn. When technical difficulties disrupt the flow of instruction, make it difficult for learners to utilize necessary hardware, or continually distract learners, it can negatively affect your learners’ ability to retain the material—and ultimately the effectiveness of your training. Onsite technical support for training events can help eliminate or minimize these disruptions.

Instructor Utilization

Your instructors may be experts in their fields and outstanding presenters—but chances are they will not be IT specialists. Even if your instructors are skilled at troubleshooting and fixing technical issues, this is not the best utilization of their time. Providing dedicated technical support for training events allows your instructors to focus on what they are being paid to do… teach.

Customer Satisfaction

You don’t have to literally be providing training to customers to need to worry about customer satisfaction. Your learners are your “customers” whether you are providing training to partners, paying customers or internal staff. Technical difficulties can have a significant negative effect on the satisfaction of these learner customers. Effective onsite technical support prior to and during your event will help keep your learners satisfied with their training experience. They will be more likely to attend future training and recommend the training to others.

The bottom line is that your training plan should always account for qualified technical support before and during your event. Your technical support should be able to ensure proper setup and provide diagnostic and resolution skills—ensuring that when downtime does occur, it won’t stretch on any longer than it absolutely has to. For in-house training, this means that you should coordinate with your technical staff to be sure they will be able to support your event. If you are using an outsourced training venue, be sure to look for a training partner that provides onsite support.

For more on planning your training event, download our Complete Training Program Planning Guide.

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