Problem & Purpose:

• Train Contact Center Staff 

• Follow up training to the initial D365 on-site live training

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Solution: 

• Applied adult learning theory: engaged learners with training based in real-world experience

• Provided extensive training in the form of a scenarios-based format

  • Live online session ​(w/ Zoom break out rooms)

  • 1:1 coaching (by appointment)

  • eLearning solution hosted in the LMS

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Approach:

• Interviewed SME (Contact Center Manager) 

• Perused current Contact Center Rep (CCR) SOPs

• Created 12 real-world scenarios for CCRs

• Used the screen recorder in Articulate  to capture required mouse clicks​ in D365 CRM

• Created Quick Reference Guides (QRGs)--using Tango.us software--of steps required to complete each scenario in D365 CRM

• ​Created script and storyboard ​

• Used Articulate to create interactive learning lesson

• Used AI generated voice over

• Created run of show document 

• Created 1:1 coaching plan document

• Created assessments and survey

• Uploaded SCORM pkg, QRGs, and assessments to the LMS

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I'm happy to share a short excerpt of this Articulate during a live interview. [Image has branding redacted]

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