1. Integrated Customer Services and Corporate Training

2. Learning Problem

3. 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

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

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

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

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

8. Assessment

9. 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?