Saks Order Details Simulation

Summary:

Part of the new agent onboarding curriculum at Saks utilizes simulations after the agents review processes and tools. This allows them to further engrain these concepts through hands on experience. This is important in the onboarding phase when agents do not have access to these systems/tools. Agents are shown the CSR support tool by reviewing all of the functions related to order details. Additionally, an assessment is used to measure the agent’s retention. This content was published in CMI5 format where I was able to build custom reports that can be used to identify training gaps as it relates to agent CSAT scores and other metrics.

Project info:

    • Storyboarding

    • Script writing and simulation development

    • Graphic design

    • CMI5 scripting and reports development

    • LRS Management

    • Articulate Storyline

    • Adobe Creative Suite

    • Xyleme LRS

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Interactive content asking agents to click on the sections of the tools that assist in finding order details.

Interactive content asking agents to click on the sections of the tools that assist in finding order details.

Interactive feedback allowing agents to recall important details from their training.

Interactive feedback allowing agents to recall important details from their training.

Detailed breakdown of billing and shipping features in agent tools.

Detailed breakdown of billing and shipping features in agent tools.

Quiz testing agents retention. Data is collected and then reported on.

Quiz testing agents retention. Data is collected and then reported on.