Call Center Training in Articulate Storyline
Over the past few weekends, I’ve been busy preparing for a series of presentations I’ll be giving at the Articulate E-Learning Heroes Roadshows in Denver, Minneapolis and Boston. One of my presentations is on the topic of e-learning personalization. As I’ve been preparing for this particular session, I’ve been putting together several examples to demonstrate what e-learning personalization looks like.
This week’s Articulate E-Learning Challenge gave me a perfect opportunity to put my presentation content to use and practice what e-learning personalization can look like for call center training.
The design for this particular example is rather simple. The course guides the user through a typical customer service scenario, asking them to make decisions for how to respond to a hypothetical customer. Although the scenario by itself would suffice for a typical training activity, I thought it would be fun to take things to the next level by allowing the user to personalize the course to their liking.
In this example, I provide three personalization options. This allows the user to enter their name, pick an avatar and select a scenario.
The most prominent personalization feature, is the selection of the avatar. Once the user selects the avatar of their liking, that same avatar is represented for them throughout the entire scenario. I accomplished this by using a combination of variables and states. The variables track which avatar the user selects at the beginning of the course, and the states display the selected avatar on the actual scenario slides.
Feel free to reverse engineer the logic and figure out how to add personalization features to your own e-learning courses. Enjoy!