Personal Project - Customer Service and Product Support

Click here to see the learning experience

Inspired by Cathy Moore's book (Map it) and method, I decided to analyse the problems that new customer service associates face and design a solution that can be helpful for them to overcome their difficulties. During the planning period, I tried to focus on simplicity, user friendly design and continuous interaction.
Having been a customer service representative myself, I used my experience, training and knowledge to plan the learning experience based on simplified and easy to understand pieces of information followed by concept checking quiz questions.

Problem: over-the-time-limit calls and low customer satisfaction scores
Solution: training designed to help new and novice call center agents to handle calls more efficiently
Tools used: Articulate Rise, Sony Vegas, Audacity, Twine

The learning experience contains many different forms of media. For instance, videos that I edited in Sony Vegas Pro create an atmosphere for the learners in which they can feel more visually connected to the subject.

Another type of media is audio in the form of a sample phone call that the learner would need to conduct after completing the training. I developed the initial script and after some consultation with my voiceover partner, I recorded and edited the audio files in Audacity.

I got the inspiration for the final task from Christy Tucker and her ideas about scenario-based learning. The task is a real-life scenario based on the previously learnt materials. I developed the storyboard and then mapped it out using the application Twine (picture below). It allows the learner to look at the different outcomes according to their answers and test themselves in a situation that is very similar to the one they will experience very soon.