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 training begins with an introductory eLearning module, and then a week later, employees participate in an ILT with a case study video and role-playing scenarios. 

Tool Used: Google Docs, Articulate Storyline, Canva, VyondGo (AI), Adobe Illustrator