Overview of the project

The project involved a comprehensive approach to improving knowledge management and instructional design in response to the identified gaps in frontline agents' understanding of a principal dashboard used for customer support. Initially rooted in data analysis, the project's primary aim was to review customer interactions and extrapolate critical topics from these engagements. Although these interactions provided valuable insights, a significant gap emerged: many agents lacked the foundational knowledge of the dashboard that is crucial for effective customer support.

Through a systematic analysis of over 1300 topics, we prioritized the most impactful areas where agents required support. This prioritized list enabled us to highlight specific knowledge gaps related to the dashboard and provided a framework for actionable recommendations. Our understanding of the existing training materials revealed a need for enhancement and adaptability, prompting us to develop a more effective educational tool.

What was the challenge?

• Lack of organized introduction to the dashboard in existing training, limiting agents' understanding.
• Current training focused on specific tasks but didn't provide essential knowledge for effective dashboard navigation.
• Inconsistent support from frontline agents due to gaps in training, negatively impacting customer satisfaction.
• Need for a reusable training session that utilized instructional design principles, requiring allocated time for content creation and accessibility compliance.
  

What was the solution?

The solution involved conducting a comprehensive training needs analysis and training content to pinpoint specific gaps in agents' knowledge regarding the dashboard. We developed a structured and reusable training session designed to effectively introduce the dashboard while adhering to instructional design principles. High-quality content was produced, including screenshots and videos, ensuring compliance with accessibility standards to accommodate a diverse audience of frontline agents. Additionally, we secured dedicated time from SMEs' schedules for  content creation and review, which facilitated the consistent production of training materials necessary to enhance their competence and improve customer support effectiveness. You can find a pdf copy of the anonymised and redacted solution here

What were the results?

The culmination of our efforts resulted in a comprehensive training session designed to introduce frontline agents to the principal dashboard effectively. After securing allocation for focused development time, we conducted a thorough training needs analysis. This included completing all necessary Knowledge Management intake documentation, ensuring that the training met all accessibility standards, and producing high-quality content such as screenshots and videos tailored for an inclusive learning experience.

The final outcome was a training program structured to fit within a 30-minute time frame, allowing agents to acquire key knowledge about the dashboard without overwhelming them. The training session became a reusable asset, capable of being disseminated widely among thousands of frontline agents, thus enhancing their ability to support customers confidently and efficiently