Since my Learning & Development team was new, we needed to create innovative content to be delivered to the Customer Service Agents (CSAs) for Valve’s call center. Valve’s current call center learning content was out-of-date and lacked overall learner engagement. Valve wanted dynamic content for their CSAs to increase productivity to resolve the backlog in tickets submitted by their customers.

I met with my Instructional Design and Content Management teams to build out a fresh approach to the current content being used within the call center. I assigned an Instructional Designer to work with me in designing a new online template to be deployed within my Learning & Development program.

To expedite the eLearning development process, I, alongside one of my Instructional Designers, co-developed a eLearning template for all the Instructional Designers on my team to use to produce online learning content for Valve’s call center. I built all the navigation elements within the module, sourced all the graphics, and completed the branching sections in the template.

The results were positive, and Valve approved the implementation of the new design into the program. The Customer Service Agents enjoyed the new designs and provided positive feedback that the new content designs were much improved from what they had experienced in the past.