Audience: Aspiring Learning and Development professionals

Challenge: Many Learning and Development professionals begin their careers in Education. But adults learn differently than children, so new L&D professionals need to shift their focus to strategies that work best for adult learners. 

Solution: This explainer video gives aspiring Learning and Development professionals an overview of andragogy as well as strategies to use when designing training for adult learners.

Tool Used: Synthesia (AI Video Creation Tool)

Audience: Call Center Agents

Challenge: Call center agents at QuickConnect often possess basic communication skills but may struggle with high-stress conversations or handling customer objections effectively. This leads to lower customer satisfaction rates.

Solution: I designed a blended learning program for agents to develop techniques for empathetic listening, conversational control, and resolution strategies to improve customer satisfaction. This case study video Is part of the ILT portion of this training program.

Tools Used: Vyond Go (AI)