Integrated Customer Services and Corporate Training

Learning Problem

Learning Goals CSRs Gather the most relevant customer information Use CasePoint with existing knowledge and problem-solving skills Mental model of copiers Familiarity with most common solves and escalations Corporate Training Quick curriculum More relevant curriculum Efficient curriculum delivery

Learning Environment Affordances and Constraints Each other Few experts Constraints Physical isolation Time, interest Distractions

Proposed Study Day training session (behaviorist) Team leader rotation (cognitive) Collaborative technology (situative)

Design Solution Customer goals CSR knowledge Escalation efficiency Escalation communication Organizational goals Upselling extras CSR input into Product and Marketing

Design Solution Employee goals Team leader rotation CasePoint redesign PTO Employee knowledge sharing CSRs help develop curriculum In-seat courses

Assessment

Assessment Length of phone calls. Has the length of the phone calls decreased, increased or stayed the same? Customers - How satisfied were you with your experience? Did you find use in having different areas of expertise? Do you find the shadowing to be effective?