Project: Daily Team Huddle Interaction for Call Center Managers

Overview:
This Storyline interaction, part of a comprehensive training program for new call center managers, focuses on the critical skill of conducting effective daily team huddles with call center agents. Through this activity, managers learn to lead focused, motivating huddles that drive performance, boost morale, and reinforce daily objectives aligned with the company’s KPIs.

Project Objectives:
The goal of this interaction was to give managers a realistic, interactive practice space where they could learn the elements of a successful team huddle. By emphasizing clear communication, goal alignment, and agent engagement, the activity prepares managers to foster a positive and productive team environment each day.

My Role & Approach:
I designed this Storyline activity to simulate the flow of a daily huddle, incorporating decision-making points where managers can choose effective strategies for communicating priorities, recognizing achievements, and setting clear daily targets. This hands-on practice is embedded within the broader multi-day training program, which combines leader-led sessions and self-paced e-learning.