TrainingPros, in collaboration with a leading IT company, has been awarded the 2023 Brandon Hall Group Gold Award for Best Use of Video. The award recognizes their innovative partnership in designing and delivering a key initiative to train support agents. The large custom eLearning program was designed to enhance customer service skills and drive global adoption of the company’s new platform. This highly successful program enabled employees to quickly and efficiently learn the platform’s features and functions through an intuitive and engaging modular training approach.

Executive Summary

As the IT company rolled out its new platform, a strategic flagship product in the cloud contact center solutions market, the need for robust training across its global contact centers became clear. With the platform expected to grow by 87% in the coming year, it was vital for the company to equip its support agents, supervisors, and administrators with the skills to operate effectively in the cloud environment.

The challenge was to transition from traditional live training to modular, online video content that could be accessed anywhere in the world. TrainingPros and the IT company collaborated to create the large custom content eLearning program—a multi-language, user-friendly solution designed to engage learners quickly and efficiently, meeting the demands of remote and hybrid work environments. The program’s success resulted in a Gold Award for best use of video.

The Challenge

The company’s new platform is a public cloud contact center solution designed to replace on-site systems, with the potential to migrate customers to a hybrid version in the near future. As COVID-19 shifted the global workforce to remote settings, traditional live training methods became less feasible, prompting the company to reimagine its learning strategy.

Many global contact center employees had never experienced modular video training, making it critical to create accessible, engaging content that could be quickly deployed. The training needed to be delivered in five languages (German, French, Italian, Spanish, and Brazilian Portuguese), with a focus on enabling employees to learn the platform in just a few clicks. 

The goal was to help these support agents, supervisors, and administrators navigate the platform with ease, solve customer issues quickly, and improve overall efficiency.

The Solution

The custom eLearning program was designed with several key goals in mind:

• Create microlearning modules in English and five additional languages, allowing users to complete tasks or learn features in short, focused videos.
• Ensure each video covers one specific task, explaining “the what and the why” in under three minutes.
• Personalize the learning experience for each global region, ensuring content was culturally relevant and accessible.
• Create a mobile-friendly learning portal accessible via multiple browsers without the need for a Learning Management System (LMS).

The result was a sleek, easy-to-navigate training platform that allowed learners to access content within three clicks, ensuring they could quickly find solutions or learn new features on-demand.

Design and Development of the Program

The custom eLearning program was designed with a focus on simplicity and efficiency, using the following steps:

• Storyboard Templates: The team created reusable storyboard templates, outlining each module with clear objectives, animations, and step-by-step instructions.
• Camtasia for Screen Captures: The team used Camtasia to record video content and capture screen demonstrations, ensuring the content was easily digestible for learners.
• Professional Voiceovers: English scripts were recorded by professional voice artists, while in-language modules utilized localized text and on-screen guidance instead of narration.
• Consistent Branding: A standardized template was developed to ensure all training materials were aligned with the company’s brand, using consistent colors, layouts, and animations.

The average duration of each module was 60 to 120 seconds, and every video was designed to be highly focused and actionable, helping learners complete tasks efficiently.

Delivery of the Program

The eLearning program was delivered via multiple channels, allowing learners to access the training in a variety of ways:

• LMS: The course content was available through the company’s Learning Management System (LMS) for learners requiring a structured learning experience. 
• Vanity Links and Documentation Portal: Vanity links to the training videos were also embedded in the company’s documentation portal, providing users with on-demand access as they navigated the platform’s help documentation.
• Mobile-Friendly Learning Hub: A dedicated Learning Hub was created, allowing users to access training content with as few as two clicks, with the option to switch between English and localized language versions.

The training’s mobile accessibility was a major success, with employees praising the flexibility and ease of use across various devices and platforms.

Measurable Benefits

The custom microlearning program delivered significant measurable benefits, including:

• Increased Training Consumption: Since the program’s launch, over 9,800 employees have completed the courses, with high engagement rates across all regions. Training consumption continues to grow monthly as more users adopt the platform.
• High Level 1 Evaluation Scores: Feedback from students, as well as customer-facing teams like sales engineers and help desk agents, has been overwhelmingly positive. Learners rated the content 4.6 out of 5 for overall satisfaction, citing its ease of use and the relevance of the information.
• Improved Efficiency: The modular format allowed learners to quickly find the information they needed, reducing time spent on training and improving productivity.

The success of the custom eLearning program has paved the way for its use in other product lines, with plans to expand into additional languages and regions as the platform grows