Exabeam

Responsibilities:

Tools Used:

Overview

This e-learning course was designed to help support engineers practice real-world skills for handling customer interactions. It focused on teaching them how to manage different customer types and how to navigate interactions effectively. By using real transcripts, field notes, and presenting realistic correspondence, the course aimed to give learners hands-on experience in recognizing, responding to, and self-editing their communication. The ultimate goal was to emphasize how well-phrased and thoughtful communication can positively influence customer perceptions.

Learning Objectives

• Equip support engineers with practical skills to handle various customer interactions.
• Provide real-world examples and allow learners to practice effective communication in different phases of customer support.
• Highlight the importance of positive, clear, and concise communication.
• Offer a realistic, interactive walkthrough that simulates the typical customer correspondence a support engineer would encounter.

To ensure the course was grounded in real-world scenarios, I conducted in-depth research:

• I combed through actual transcripts from support engineers, identifying common themes, patterns, and challenges.
• I engaged in discussions with sales engineers to gain insights into their day-to-day interactions and the obstacles they face when dealing with various types of customers.
• Based on this research, I developed scripts to reflect realistic scenarios that engineers could practice and learn from.
• These scripts were then reviewed and refined by both stakeholders and sales engineers to ensure that they were aligned with instructional goals and real-world relevance.

The course design process was highly iterative, allowing me to rapidly prototype and adjust interactions based on feedback. The design aimed to be as engaging as possible while maintaining instructional integrity.

Given time constraints, I combined the prototyping and look-and-feel development stages. This allowed me to quickly:

• Experiment with several layouts for the interactive walkthrough.
• Assess what content was critical for learner engagement and eliminate any unnecessary elements to streamline the course.
• I incorporated feedback from stakeholders throughout this process to refine the course's structure and interaction models.

The course utilized click-reveal interactions and scenario-based learning to foster learner engagement. The interactive elements were designed to mimic the actual challenges support engineers face, providing a realistic learning environment.

Interactivity increased as learners progressed through the course, with Phase 3 offering the most complex engagement. This gradual ramp-up in complexity helped reinforce the instructional content, ensuring that learners built their skills in manageable steps.

This phase introduced learners to the fundamental principles of effective customer communication. A click-reveal interaction was used to guide learners through each concept, allowing them to explore and absorb the material at their own pace.

Building on the foundation from Phase 1, this section presented real-world transcripts. Learners could apply the concepts they had just learned by identifying areas within the transcript where improvements in communication could be made. Another click-reveal interaction allowed for gradual exploration.

In this final phase, learners were prompted to revise a real transcript. They were asked to review a conversation and choose a section that could be improved to achieve a better outcome. Once they identified the area, they were given multiple options for replacement text. The options included one correct answer and several distractors, some of which were close to the correct choice. This phase challenged learners to use critical thinking to determine the most effective communication strategy.

Stakeholder Satisfaction: Stakeholders were highly satisfied with the final product. They praised the course's structure, which allowed learners to gradually move from foundational concepts to real-world application in a logical and effective way.

Learner Feedback: Learners reported that the interactive format provided an excellent method for practicing real-world customer interactions. The combination of conceptual learning and hands-on interaction helped them better understand how to communicate effectively with customers.

Completion Rates: Completion rates for the course were strong, indicating that learners were engaged throughout the training. The phased approach contributed to this success, as learners could see their progress and apply what they had learned in increasingly complex scenarios.