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 eLearning module with a short quiz Is the first portion of the training program. A week later, learners attend an ILT with a case study and role-playing scenarios.

Tool Used: Articulate Storyline, Canva, Adobe Illustrator