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. 

Tool Used: Canva, VyondGo (AI), Adobe Illustrator