Goal: To equip phone agents with enhanced communication skills through the LEAD framework—Listen, Empathize, Assure, Define—helping them foster stronger customer connections, improve empathy, and effectively resolve issues.

Problem: While agents understand the technical steps to assist customers, they often struggle to demonstrate empathy and create meaningful connections. This has resulted in neutral customer experiences (passives) or dissatisfied customers (detractors), impacting overall customer satisfaction scores.

Solution: This course introduces the LEAD framework to guide agents in improving their communication skills. Through short videos, best practices, and practical activities, agents will learn to listen actively, empathize sincerely, assure confidence, and define solutions clearly. These skills will empower agents to create positive and impactful customer interactions.

Tool(s) Used: Storyset, Eleven Labs, Vyond, Rise 360, and Storyline 360

Goal: To empower new hires with the knowledge and skills necessary to navigate and utilize WebEx effectively, enabling them to enhance their online collaboration and communication experiences.

Problem: Many new hires struggle with understanding and navigating the features and functionalities of WebEx, leading to inefficient virtual meetings, missed opportunities for collaboration, and frustration among participants. The complexity of the platform and lack of guidance hinder the new hires from fully utilizing its capabilities.

Solution: This course provides a comprehensive overview of WebEx, covering its essential features and functionalities. Through interactive demonstrations, new hires will gain confidence in using WebEx effectively. 

Tool(s) used: Canva, Vyond, Rise 360, and Storyline 360

Goal: To provide individuals with a comprehensive understanding of battery electric vehicles (BEVs), including their benefits, technologies, and considerations, fostering informed decision-making and promoting sustainable transportation choices.

Problem: Many individuals lack knowledge about BEVs and their potential to transform the automotive industry. This lack of understanding often hinders individuals from considering and embracing the adoption of electric vehicles, impacting the transition to a greener and more sustainable future.

Solution: This training course will provide participants with a solid foundation of knowledge about BEVs, enabling them to make informed decisions regarding their own transportation choices. They will be equipped with the necessary information to assess the feasibility and advantages of BEVs, contributing to a more sustainable and environmentally friendly future.

Tool(s) used: Canva, Vyond, Rise 360, and Storyline 360

Goal: To equip new instructional designers with the skills to create effective and engaging course descriptions.

Problem: Inadequate course descriptions can result in decreased enrollment and limited learner engagement, often due to a lack of understanding about how to craft compelling descriptions.

Solution: This training course will provide participants with the knowledge to describe course characteristics, identify the equation for effective descriptions, and define essential elements, enabling them to write engaging course descriptions that accurately represent their courses.

Tool(s) used: Rise 360