The Process 

Research & Design

The project began with analyzing data on SMS opt-outs, client complaints, and agent feedback.

This led to a two-part solution:

• Hiring new employees for peak hours

• Creating a training program to improve agents' skills and confidence in handling complex inquiries.

A lead agent, skilled in managing tickets and building customer relationships, was identified as the SME. With their help, missed opportunities in customer interactions were reviewed to identify common issues. Strategies were developed to help agents personalize interactions and enhance engagement.

A facilitator guide and training materials were then created and submitted for stakeholder approval.

Development & Implementation   

After finalizing the outline with edits provided by stakeholders, I built out the following:

Detailed Facilitator Guide:

The facilitator guide was created to be used by department leaders and managers. It included timing, slide content, all appropriate resources and links, and scripted reference text for presentation.

Slide Deck For Presentation: The company branded themselves as fun, youthful, and nimble. Staying true to the company's brand, I incorporated memes, emojis, and humor strategically to increase engagement and reenforce the culture the company had already built.

Collaborative Break Out Room Activity:

I integrated a collaborative activity to enhance the agent’s experience and engagement with the training. Small groups broke out during the meeting to review different customer scenarios. They were provided with the customer’s message, standard response options, and a space to create their reply using the proper response customized to the customer’s initial message. 

Gamified Review Using Blooklet:

Based on a learner analysis from a previous project within the company, it was identified that the team enjoyed games and friendly competition in the workplace. To incorporate this I used gamification in our training programs.

A virtual quiz challenge was created to conclude the training on an engaging note. Participants answered a range of questions, from basic knowledge to scenario-based responses, earning points that could be redeemed for gift cards via the company’s MatterBot program. This review enhanced engagement and assess the training’s initial effectiveness, helping to identify agents who might need additional support.

Evaluation  

Data is still being tracked on this for long-term impact but the initial response from agents was positive and showed satisfaction.  

Here are the evaluations to be collected and expected results:

• Observations: managers will observe agents and assess the application of personalized responses and overall improvement in handling inquires. It is expected that the agents will tailor their responses to create personalized messages.

• KPI 1: SMS opt-out rates should be tracked and compared to opt-out rates prior. It is expected that opt-out rates will drop after the training but other factors (like initial marketing campaign text) should be considered when evaluating this data.

• KPI 2: A reduction in customer complaints relating to the non-customization of messages is expected and can be numerically tracked and quantified.

Reflection

This project emphasized the importance of customizing training to meet diverse needs in a global team. It also highlighted that while training can address some challenges, issues like staffing and scheduling shortages require separate solutions.

Positive feedback from stakeholders underscored the need to make training engaging and fun for learners while ensuring it aligns with the company's goals and brand.