PART 2 of 4: Determining the Business Goal Client Large financial services company with call centers across the United States. Recap To refresh your memory about the challenger and the problem, read Design challenge – Part 1 of 4: Meet the Challenger. The first step in our challenge is to identify the business goal. What … [Continue Reading]
Real-world elearning challenge: Improve call center customer satisfaction

PART 1 of 4: Meet the Challenger Client Large financial services company with call centers across the United States. Challenge For the past year, the company has received low call satisfaction ratings from their customers. Customer service reps (CSRs) aren’t escalating calls to supervisors at the appropriate times. This impedes the ability of supervisors to … [Continue Reading]
A useful checklist for realistic interactions

We pride ourselves at SmartBuilder Consulting on designing elearning that focuses on performance: helping learners do the right thing at the right time. Performance is what counts – not just reading a few pages then passing a “quiz”, which is really a test of short-term memory, or worse, an exercise in making good guesses (tip … [Continue Reading]