Project Overview

Objection Island is a live hot-seat role play activity designed in summer 2023 to support a company-wide OKR to improve leaks in the purchase funnel. This activity was created in tandem with a larger blended learning approach to improving call center agents ability to overcome the most common customer objections we tracked on calls. This instructor-led activity is one piece of a larger suite of training materials Including an Attensi elearning course, knowledge base articles, and a call tracking incentive program: Brightspeed Survivor Week.

Project Details:

• Type: Instructor-led hot seat role play

• Audience: Call center agents & external partners

Skills & Tools Leveraged:

• Instructional Design

• Vyond

• Train-the-trainer

  • I led training sessions for all call center and partner leaders which Included facilitating the activity itself for these groups, sharing resources (including documentation and job aids I created In our ServiceNow knowledge base), and tips and tricks for facilitating the activity with their teams.

• Project Management

  • Asana