eLearning | Microlearning
Who doesn't like short training? Here are three quick tips to improve your email communication.
The Challenge
Training tends to be retroactive, and let's be honest, there are some skills our coworkers haven't mastered that would make operations so.much.easier. In the Training Department's downtime, we created bite-sized learning on basic workplace skills. This is one course in a series of micro-learnings we called Brain Bites.
After completing this course, what should the learner be able to do?
- Write strong subject lines
- Be specific with deadlines and requests
- Summarize long email chains before making your ask
eLearning | Scenario-Based Learning
Pick your next move and see how that affects the situation.
The Challenge
In observation of Fraud Prevention Week, the Compliance department wanted to provide employees with some common scenarios when fraud happens in the workplace.
After completing this course, what should the learner be able to do?
- Identify common behavior associated with fraudulent activity
- Treat possible fraud situations with caution, understanding every action has a reaction
- Contact the appropriate support
eLearning | Demonstration & Practice
Do you need to demonstrate a new process? Do you want the learner to practice before they're in the live system? Here's a sample of a "Watch It" "Try It" course.
The Challenge
Thousands of employees were required to use new software to support their customers on a daily basis. Employees worked different hours and in different time zones. They needed demonstrations of the new software, and then a safe space to practice before they were in the live system.
After completing this course, what should the learner be able to do?
- Identify their role in the new process
- Complete process 1, 2, 3 from start to finish
Note: This course supplemented virtual and in-person training sessions.
eLearning | Games
Draw connections in this corny gameshow.
The Challenge
The Customer Success Department consistently reviewed low customer Net Promoter Scores (NPS) that claim they were unhappy because of the high cost ("I gave you this score because you're too expensive."). Customer Experience Representatives would immediately reduce customers' price because the customers wanted to end their contracts and take their business elsewhere.
After more research, they discovered cost was not the real cause of the low NPS score - there were root causes that could be resolved ("I've called three times, and even after I finally got a service call scheduled, the tech did not show up in the time frame I was given.").
After completing this course, what should the learner be able to do?
- Define NPS
- Identify the three groups of NPS
- Ask unsatisfied customers specific questions to identify the source of their frustration (rather than accept it is because of price)
- Take action to resolve the customer's frustration (versus immediately lowering the price)
Interactive Job Aid | Quality Scorecard Breakdown
The Need
Customer Experience Representatives receive a score based on their interaction with the customer on the phone. This interactive job aid allowed Customer Experience Representatives to:
- View how their scores were calculated
- Review appropriate responses to difficult questions (scripting - just in time resource)
- Ultimately, increase the customer's experience
Interactive Job Aid | Troubleshooting Customer Error Message
The Need
Customer Experience Representatives receive so many customer inquiries every day; it's impossible to remember the answer to every question. This job aid lists the different error messages a customer might see, and explains both what the representative and customer need to do to resolve the issue.
PDF Job Aid | Steps to Manage Invoices in Esker
The Need
Esker, software used to approve invoices, was a new tool for managers. They needed a quick reference of the steps to access Esker and how to manage the invoices. Who doesn't love a self-explanatory graphic with minimal words?
Videos
Video - Communicating
Did you onboard a new leader? Are you launching a culture survey? Has your organization done some community work?
Video - Celebrating
Have you planned a week of events? Showcase it in a quick video.