Project: Root Cause Analysis Interaction for Call Center Managers

Overview:
As part of a comprehensive multi-day training for new call center managers, this interactive activity equips managers with essential skills for identifying the root causes of agent behaviors that may impact key performance indicators (KPIs). This Storyline interaction is designed to simulate real-life conversations with agents, guiding managers through the effective Five Why’s technique to diagnose underlying issues and tailor coaching strategies accordingly.

Project Objectives:
Embedded within a broader leader-led and self-paced e-learning program, the goal of this interaction was to provide a realistic, hands-on experience for managers, allowing them to practice conversations aimed at improving agent performance. By addressing root causes rather than just surface issues, managers can develop coaching approaches that drive meaningful, lasting improvements in KPI adherence.

My Role & Approach:
I created this Storyline activity as an engaging component of the larger training, focusing on interactivity and realism to enhance learner engagement. Through scenario-based decision points, managers practice asking the right questions, identifying potential underlying issues, and formulating coaching responses. This approach not only reinforces core course content but also helps managers build confidence in their daily interactions with agents.