Analysis

Conducted a gap analysis on professionalism in customer interactions, including monitoring calls, surveying staff, and reviewing benchmark data.

Design

Applied the ADDIE model with a flipped-classroom approach—CBT first, followed by in-person skill application.

Development

• Three SCORM-compliant CBT modules including branching scenarios and AI chatbot call simulations.

• Four-hour facilitator-led session using the “7 Ps of Phone Etiquette” framework.

• Call center playbook with common scenarios and sample language.

Implementation

Designed all materials following UDL guidelines with alt text, captions, and high-contrast visuals.

Evaluation

Used knowledge checks, AI chatbot feedback, and post-training surveys to measure improvement.

Photo by olga dudareva on Unsplash