This storyboard example addresses a hypothetical performance gap. The solution is a self-paced eLearning course with an interactive scenario-based practice that will help the agents get to the heart of customer calls faster by asking relevant probing questions.
Design Rationale
| Issue: Calls are taking too long due to agents not asking the correct questions. |
| Solution: This storyboard outlines an eLearning course to be developed in Rise or Storyline 360 that will address the topic of asking better probing questions. |
| Outcome: The business goal will be to reduce Average Handling Time (AHT) by 25% after the training. |
