Systems training / Rise
Systems to Help the Customer
Connecting system knowledge to everyday customer service.
What the team needed
Agents need to understand both how their systems work and how those tools support the customer conversation. This course introduced a client’s agents to the systems used to manage calls and customer accounts.
How we approached it
Built in Articulate Rise, the experience combined video, guided screen exploration, expandable explanations, and knowledge checks. Lessons organized the material around practical tasks, including managing agent status, handling calls, and locating customer information.
Connecting the screen to the work
Hotspots connected explanations directly to the relevant areas of the system interface, helping learners recognize the controls they would use on the job. Accordion sections let them explore details one topic at a time, while visible navigation and progress indicators helped them keep their place.
Building understanding
Vyond animation brought variety to the instruction. Knowledge checks asked learners to connect system features with their purpose, and an open-system assessment encouraged them to use available training resources. The design focused on making unfamiliar systems easier to navigate and connecting each feature to the work of helping a customer.
A look inside the course
Watch recorded excerpts from the original course. Use the player controls to play, pause, or view full screen.
Design details
Selected screenshots from the original course. Select any image to view it in full.
Video in the learning flow
Vyond animation introduces the systems within the Rise lesson, alongside course navigation and learner progress.
Explore the working screen
Hotspots associate explanations with specific controls and fields in the agent’s workspace.
Details, one topic at a time
An expanded accordion explains a system field while keeping related topics easy to find.
Connect each feature to its purpose
A matching knowledge check asks learners to identify what different system tabs are used for.