Phone System Change
I was hired during a merger of three fleet management companies, where one major challenge was unifying multiple call centers under the Five9 phone system and Microsoft Teams, each requiring training for different audiences.
What I did:
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The Teams Calling E-Learning went out to 2,000 employees. I used Articulate Storyline to walk people through this new way of calling. We got rid of all physical phones so this was a brand new way of sending a receiving calls for some people.
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This training was for our front line workers on the call centers. It was crucial that call center employees were able to use their new phone system as soon as it went live, or we would make a lot of customers angry with dropped or missed calls. I created an E-Learning in Articulate Storyline that allowed them to preview the system and practice using it with custom knowledge checks.
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Because I had to make this training as supervisors were figuring out new structures as a newly merged company, I had to be a bit more agile. I used Articulate Rise and their then-new ai features to create training that I could update as leaders made decisions.
Now, all of our projects start with a project charter using this template.
Organizational Impact:
I created training that replaced synchronous training.
All in all I asked myself. Do these 3 Modules replace my 1+ hour trainings? Keli, the answer is a resounding yes. Thank you for bringing your A-game to this!
-Project SME
I suggested implementing project charters to align on learning objectives, scope, and deliverables. This led to a lasting improvement.
Our now-expanded instructional design team uses and continuously updates project charters, incorporating lessons from my graduate studies to build consistent systems, which are tracked and refined on our team's SharePoint.
Skills Used:
Video creation with Camtasia and Synthesia
E-learning using Articulate Storyline and Rise
Voiceover recording and editing using Audacity
Ai using Synthesia avatars and Rise Ai integration
Check Out the Courses Below
Check Out the Courses Below
E-Learning Courses
I was tasked with creating training on both platforms for independent contributors and additional Five9 training for supervisors. I created training for over 2,000 employees on the new telephony system.
