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Customer Service Challenger
solution:
Engaging training for employees in a seminar environment
client:
Image Associates (primary contractor), for
Merck & Co., Inc. (pharmaceutical manufacturer)
our role(s): Software architecture (based on
prior spec), user interface design, art direction, programming, QA/testing
Merck's internal tech-support team was looking for an engaging way for
deskside support reps to practice "people skills" and share experiences.
They hired Performance Impact, a management-training firm, to create
a seminar that would energize their employees and get them talking.
©1999
Image Associates, Inc.
Interrobang worked with Performance Impact and Image Associates to create
a unique "day in the life" simulator that challenges players with a
barrage of difficult customers and conflicting priorities.
The
program's pinball theme reflects a common sentiment among the support
staff, that they often feel "like the ball in a pinball machine."
©1999
Image Associates, Inc.
We also created a simple "debriefing" program that allows a trainer
to compare team scores and answers, replay customer
videos from the game, and spark discussion among the players.
Both
programs use a modular structure, so that new customers can easily be
added to the mix.
Questions or comments about this project? Just drop
us a line.
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Programming
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Simulation
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User
Interface
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