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Interactive Chat Agent Interaction
Project Type
Blended eLearning Solution
Date
February 2024
Tools
Articulate Storyline 360, Miro
Primary Responsibilities
Needs Analysis; Training Plan; eLearning Design & Development
Target Audience
Customer Support Representatives
Problem
A B2B SaaS company faced escalating tensions in customer interactions due to inadequate de-escalation skills among agents. This e-learning solution, using a mock chat interface, trains agents to handle challenging situations effectively, mitigating customer dissatisfaction and preserving client relationships.
This Interactive Chat Agent Interaction, aimed to train customer service agents in the application of de-escalation techniques within a mock chat interface. This project allowed agents to practice their skills in handling challenging customer interactions in a controlled environment.
