People learn by doing. Having a software simulation with automated positive and corrective feedback, with an explanation why, takes time but has proven to be extremely effective.
Front-line contact center employees must understand the correct navigation of CRM software while interacting with customers in a fluid, conversational environment.
Traditionally, software training and soft skills training are delivered separately, often days or weeks apart. Effective asynchronous training should simulate the exact environment in which learners will work. By combining software training and soft skills training, learners are placed within the context of a real customer interaction, complete with data entry and data manipulation tasks while making selections that will affect customer satisfaction.
My service includes the full cycle of development:
– Video editing/screencast/explainers
– Instructional design
– Storyboarding/scenarios
– Graphic design (UI/UX)
– Development in authoring tools
– Quality Assurance
– Integration into LMS
My usual workflow:
Step #1. To get the raw content from a client in any form that exists from their side (Raw Video, Slides, Docs, Brand Guides, etc).
Step #2. To identify goals and audiences.
Step #3. Instructional design and storyboard preparation.
Step #4. Graphic design and development in small pieces.
My development tools:
– Graphic design/prototyping: Adobe Photoshop/Illustrator, Canva, PowerPoint
– Course Development: Articulate Storyline/Rise, Adobe Captivate
– Animation/video editing: TechSmith Camtasia, Adobe Premiere/After Effects
– Audio editing: Audacity, Adobe Audition
– Storyboarding: Microsoft PowerPoint, Google Docs, TechSmith SnagIt
