Improving Tech Support

This eLearning module provides support in improving three main areas of tech support via telephone: building a personal connection, demonstrating empathy and understanding, and providing efficient & effective instructions.

Goal: To improve customer service ratings and customer call-back frequency.

Problem: Tech support responders were struggling with building a positive rapport with their callers as well as giving efficient and effective instructions.

Solution: This eLearning module includes through three microlearning challenges as well as a final culminating challenge. Each incorporate high-leverage methods and realistic scenarios which allow the learner to hone their skills while demonstrating their learning and understanding. Various remediation opportunities are scattered throughout the module.

Results: This eLearning module is a demo project designed to illustrate various methods of engaging with content and assessing learning mastery within Articulate Storyline.

Tools: Articulate Storyline, Photoshop, Audacity