This course was developed using Articulate Storyline.
“The Call” features scripts that personalize the course by calling the learner by name throughout the learning experience.
This course allows the learner to select their avatar for the course and uses branching structure to allow the learner to follow their own path. Hopefully, on the way to being a customer service rockstar!
I recommend viewing the demonstration in Firefox or Edge.
Design Rationale
Issue
Improper call handling.
Solution
This branched learning course was created to assist agents with an understanding of what bad, better, and best calls sound like.
Outcome
Improved agent quality scores.
