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]
What to Do with Cranky Course Feedback
Not all criticism is “constructive,” but we can’t just dismiss negative course feedback because learners didn’t tell us exactly what the problem is and how to fix it. That’s our job! Here, we decode some cranky course feedback and use it to give our course a makeover.
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]
Showcase: A Compliance Tell-and-test Makeover
It’s a good day in the world of instructional design when a client says, “We want your help making this boring training more interesting and interactive.” Even better is when they don’t just want interactivity, but meaningful interactivity. Barton Health requested exactly that with their HazCom training. The training had traditionally been driven by regulation … [Continue Reading]
