Creating WFM University

I was part of a Workforce Management Team in a contact center where schedule adherence was a measurable goal. We needed consistent, accurate training delivered to every associate, in every location. The ability to track participation and measure knowledge was imperative. The project sponsor asked me to convert a PowerPoint into a  training video. I created a training video … and then six more. WFM University was born.

It became evident almost immediately that we ended up with more than just training for new hires.

We used a mix of new and experienced associates during user acceptance testing, and the experienced associates widely reported learning new things during the training. Managers jumped on the idea of a tool to help associates who needed support to reach their adherence goals.

The training course was quickly accepted by directors and implemented in all locations.

The blended course was use in new hire classes and individual lessons were assigned to experienced associates who needed support to meet their goals.

Review this presentation to get more details about the project and final deliverables.

To get an idea of the look and feel of the final courses, check out my scenario example on this site.

What Makes WFM University Successful?

One of the challenges of designing this course was accommodating multiple operations sites with differing needs. To meet that need, concepts were broken into individual lessons and site-specific curricula were created. Since the course was road trip-themed, we called each site’s curriculum an “itinerary” and loaded them into SharePoint.

After learners completed the itinerary for their location,  I used TechSmith’s reporting dashboard to validate completion and identify possible gaps in learning. During testing I built an Excel-based template to hold quiz scores , percentage watched, and commonly missed questions. Once all of the information was plugged in, I wrote up short summary. The onsite facilitator used the list of commonly missed questions for talking points in the follow up visit.

How ADDIE and I Developed the Course

I was a one-woman-show with supportive subject matter experts, fortunately. I started by analyzing the existing training. Working with stakeholders, we defined the issues with the previous training course. I spent time getting to know learners and developed example personas to reference throughout the project. We determined what information the associates needed to take away and defined the most common and detrimental issues that occurred after training. Then, I developed a project plan.

As I worked through designing, developing, and implementing the project, I used subject matter experts to write narration scripts, develop scenarios and draft assessments. I used vector images to develop characters and design elements for interactive animations. I managed a team of testers who checked the functionality of my course and followed up with subject matter experts to validate content accuracy.