Vyond Video
Development Time: 15 hrs
This CBT is meant to teach customer service experts how to appropriately handle escalated customers. Click the button below to watch the video!
Click the play button below to watch the training.
Work-skill Showcase
I created this CBT for a work-skill showcase. I was given a prompt to develop a training that teaches call center experts how to de-escalate an escalated customer. I only had two days to gather information, outline, and design the CBT.
Reflection
The training was never distributed to experts since it was created for a showcase. Due to this, there are some elements that I would rework for a live audience of learners. For example, I would've made the knowledge check at the end of the video interactive for the learner.
Vyond
I could've developed the learning material in any modality; however, I chose to create a Vyond video to go outside my comfort zone. I had never used this program before, so I saw this showcase as a great opportunity to challenge myself.
Temporal Contiguity
The video format allowed me to incorporate the multimedia principle of temporal contiguity. By incorporating animation, icons, closed-captioning, and voiceover the learner is able to digest the information on multiple cognitive levels.
Storyline Structure
When I was outlining the project, I developed the idea to have the course centered around the call center expert, Lisa. This storyline would allow for the audience to connect to the material because I humanized it. My hope here was for the learner to see themselves in Lisa's shoes.
Lisa: The Acronym
I named the character Lisa because it correlated with the main steps in de-escalation: Listen, Sympathize, and Act. I realized using a name that acts almost like an acronym would help learners recall the information better.
Digital PDF
Development Time: 2 hrs
This job aid is meant to support call center experts when handling escalated customers in real time.
CBT Reference Guide
This job aid works in tandem with the Vyond video CBT. I have taken the major content takeaways and converted the information into an easily digestible job aid.
Realtime Support
The purpose of this PDF is to support call center experts in realtime and to ensure they have the support they need to succeed even after training.
PowerPoint
I built this job aid in Microsoft PowerPoint then converted the file to a digital PDF.
Efficiency
I build a lot of different type of material in PowerPoint, so it's efficient for me to use this program to create other types of materials like this job aid.
Signaling
I bolded key words and phrases to help with easier recognition of the content. I also maintained a repetitive structure so that experts could easily find section definitions, key points, and scripting.
Strategic Icons
I utilized the speech bubble icon and a colored block to act as visual signals to scripting options. Scripting tends to be one of the most supportive types of content for call center experts, so I knew that would be strategic to call out.
Simple Design
I created a simple, clean design to ensure the content is what stands out the most. With the use of the white background and colored font headers, the expert should be able to identify the major steps in de-escalation when on a call.
Digital PDF
Development Time: 1 hr
This ILT serves has a template to plug and play information for any project!
Plug & Play
I built this ILT template to make development work more efficient. This is one of many templates I have to plug and play learning content with, so that I can focus on tailoring the learning experience while maintaining a cohesive design.
PowerPoint
All of my ILT templates are built in Microsoft PowerPoint. This platform is used by trainers, so it makes the distribution of materials quick and easy!
Presentation Mode
PowerPoint also allows trainers to present the learning material while being able to see any training notes when in presentation mode.
Diversity
I incorporated lots of different characters to have diverse visual representation throughout the ILT.
Color-Coding
The ILT consists of three main colors- light blue, dark blue, and grey. Slides with a light blue background portray the learning content. A dark blue background indicates an activity slide. Lastly, the grey background is an overview, question, or introduction slide. These colors should act as organizational signals to both the learner and trainer.
Supporting Icons
While there is no content within the ILT, all icons are meant to support the information being taught or shared on each slide. When information is added, these icons will change accordingly.
Copyright © 2024 Ashley Perschbacher - All Rights Reserved.
Powered by GoDaddy
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.