Project: Going the Extra Smile-Standards of Behavior Interaction for Customer Calls

Overview:
This interactive Storyline activity, part of a 10-day onboarding program for new call center agents, is designed to introduce and reinforce the company’s standards of behavior for customer calls. Positioned in the Day Two module, this engaging activity provides a fun, hands-on approach to understanding essential behaviors that ensure high-quality, brand-aligned customer interactions.

Project Objectives:
The objective of this interaction is to equip agents with a clear understanding of expected behaviors during customer calls in a simple and clear format that outline the these standards. The activity helps build a foundation of a standard process that will be repeated throughout the course in order to prepare agents to deliver consistently excellent service.

My Role & Approach:
I recreated key visual elements in Adobe Illustrator to layer components effectively for the Storyline interaction, allowing for a dynamic, interactive experience. With the interaction, agents learn to identify and apply the right behaviors found in the Going the Extra Smile wheel. This activity complements the broader, blended training format of leader-led sessions and self-paced learning, providing an engaging break from traditional instruction.