Examines the factors that helped the Inter‐Tel training academy to win the 2005 Comms Channel awards prize for Best Training Operation.
Uses information from an interview with the academy's general manager.
Highlights the main reasons for the academy's success as flexibility to deliver accredited and bespoke training; employing high‐quality staff with significant collective experience of the industry and as trainers; belief in the company's products; and clear understanding of end‐user requirements.
Provides a clear indication of the need to keep abreast of the latest thinking in an industry where technological change is endemic.
Demonstrates that the company can demonstrate a return on the training it offers by the reduction in the number of queries its customer‐service desk receives.
