client case study

3-Real-world elearning challenge: Improve call center customer satisfaction

PART 3 of 4: What Do You Want Learners to DO? Recap Here’s a quick recap of the first two parts of this ‘Challenge’ blog series: 1. THE CHALLENGE: The company has received low grades from their clients for responsiveness to callers whose calls should be escalated. Call center reps aren’t escalating calls to supervisors … [Continue Reading]

2-Real-world elearning challenge: Improve call center customer satisfaction

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]

DESIGN CHALLENGE #1 (part 4 of 4)

Create Learning Activities that Work

Screen shot of a prototype learning activity

This post is part of the Design Challenge series. If you need a refresher on the project we are discussing, look at Design Challenge #1 – Part 1 of 4: Meet Our First Challenger. In this post, you’ll get a chance to check out a couple activities that we’ve developed for the project, and hone … [Continue Reading]

DESIGN CHALLENGE #1 (part 3 of 4)

What Do You Want Learners to DO?

This post is part of the Design Challenge series. If you need a refresher on our challenger or the project we are discussing, look at Design Challenge #1 – Part 1 of 4: Meet Our First Challenger. Now that we have a SMART (Specific, Measurable, Attainable, Relevant, Time-bound) goal to aim for (“Increase the percentage of instructors … [Continue Reading]