Incorporating real-life scenarios for a better learning solution
- Audience research & discovery
- Content strategy
- Art direction & brand extension
- Instructional design
Simulations—they’re the real deal
Netflix wanted customers to know that it was okay to call and cancel their subscriptions—no questions asked. They were certain that if it were easy to sign up and easy to cancel, customers would come back when they were ready, and Netflix’s data supported this. But what they weren’t certain of was how to ensure that their call-center representatives would understand and embody this policy. That’s where we came in. Taking real, recorded phone calls between reps and customers, we created a learning solution that simulated the actual scenarios and issues reps encountered on the job. Learners could listen to real calls, check their knowledge by answering questions, and rate the quality of the customer service given. The course provided answer feedback and allowed learners to listen to calls again so they could learn from any mistakes.
But that’s not all. Learners could also compare their own ratings to the actual customer ratings for each call to gain insight into customers’ perspectives of what did (and didn’t) represent quality customer service. This allowed learners to think critically about their current behaviors and assess how they can best meet customer needs in the future. After completing the course, learners could feel confident in their ability to handle cancellations and other customer concerns, and Netflix could rest easy knowing that their customers were being taken care of just as they intended.
Training the next generation of crypto tradersWe’re developing a first-of-its-kind learning experience that gives OKX’s new traders the confidence to succeed.
Our experiential, consumer-grade crypto learning academy is designed to deliver a comprehensive introduction to crypto trading for OKX’s 20 million users.
VetBloom A blockchain-based credentialing platform for veterinary specialties
ACIST Medical Systems Lifelike 3D product training to guide service techs on the job
Best Western Hotels & Resorts Helping transform brand culture with fresh, energizing ILT