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 ILT Is to be delivered a week after employees complete the Introductory eLearning module. 

Tools Used: Canva, Vyond Go (AI)

Challenge: LiveKorp is a small company that is aiming to improve their inclusivity and accessibility. A few disabled employees have shared concerns that some of their coworkers have not been very understanding of the accommodations that they require.  

Solution: I designed this ILT to ensure that all employees understand and comply with the needs of disabled coworkers, and to improve office morale.

Tool Used: PowerPoint, Canva