Simulating real-time software navigation

 

Company Profile

Contact Center / Business / Process Outsourcing

Status

For-profit

Delivery

Web / LMS

Project type

Software Simulation

Authoring Tool Used

Articulate Storyline.

About this project

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

Challenge

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.