Call Center

Call center Siebel updates

Audience

• Experienced staff in a call center where the CRM system was being upgraded with new features.

Project Description

• As part of a blended solution with several components, we produced 2 short Flash and simulation-based courses to teach call-center employees about new features in their upcoming Siebel release.
• The courses were designed as small chunks so call-center representatives could complete them during low call volume.

Results

• Each e-Learning course was designed to precede a workshop. After testing the e-Learning with target audience members, the clients found the e-Learning so effective that they eliminated the first workshop, and redesigned the second to cover new procedures that were in flux.