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Level 1 eLearner engagement
Simulating real-time software navigation

Company profile
Contact Center / Business

Status
Contact Center / Business

Delivery
Web

/ LMS


Project type
Software Simulation


This project was created in
Articulate Storyline.

Opportunity
Front-line contact center employees must understand the correct navigation of CRM software while interacting with customers in a fluid, conversational environment.

Solution
Traditionally, software training and soft skills training are delivered separately, often days or weeks apart. Effective asynchronous training should simulate the exact environment in which learners will work. By combining software training and soft skills training, learners are placed within the context of a real customer interaction, complete with data entry and data manipulation tasks while making selections that will affect customer satisfaction.
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