This video was co-written and produced with a co-worker. I provided narration and music selection.

We scripted the video out and identified quirky music to go with our tongue-in-cheek approach to the performance gap.

Once our actress was identified we shot several takes of the video and produced it for review using Premiere Pro and After Effects.

The feedback from the operations team, quality manager, and the agents that reviewed the video was that it was a fun take on learning and the fact that it was humorous made them remember what not to do, because no one wanted to be a “Betty”.

Design Rationale

Issue

Improper call handling.

 

Solution

Video series created to demonstrate in new hire what frequently missed quality assessments could be avoided.

Outcome

Improved agent quality scores for new and existing agents.

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