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Training Through Storytelling
THE SITUATION: Training That Lacks Inspiration
In order for customer service agents to be successful, they
need to have a thorough understanding of the products and
services they support. However, typical technical training is
dry and full of technical jargon, making it a challenge for agents
to connect with the content. Therefore, the main goals of this
project were:
• Establish a training program to quickly get agents up to speed
with the products.
• Engage agents in the training, so they’ll be motivated to
complete it.
• Enable agents to become self‑sufficient.
• Create a long‑term resource for the agents.
THE NEED: Putting a New Spin on an Old Need
A successful training program in a highly technical field must be
able to transcend the technical aspects and connect with the
learner on a personal level. Training that isn’t relevant is less
likely to be remembered—and even less likely to be applied.
Knowing this, we commenced work on a training program that
was enjoyable and effective.
THE CHALLENGE:
Making Technical Information Personal
As we began the process, Entirenet made sure to include
specific client requirements for the training, such as:
• The training should tell a story.
• It should be interactive, fun, and engaging.
• Agents need to be able to use it at their own pace.
• It should be personal and human.
• It should be visually appealing.
• It should have an international feel.
THE SOLUTION: Training Through Storytelling
The solution that Entirenet developed engages the learner
with real‑world uses and applications of the client’s products
and services. Entirenet created a persona whose story is
told through a series of day‑in‑the‑life situations in which the
character integrates the client’s products. Through games,
quizzes, and high‑impact scenarios, learners are guided down a
linear learning path toward enhancing retention, understanding
how the products and services are used in real‑world
applications, and learning how to find additional resources and
support on their own.
Since implementing the training, Entirenet has received
extremely positive feedback from the client as well as the
customer service agents.
Integration of the client’s products and services through
storytelling has created a sense of realism for the agents.
Hands‑on activities promote agent self‑sufficiency and a better
understanding of how to find additional support resources.
Additionally, the training program continues to serve as a
long‑term source of information for the agents.
Because we took the time to make the training program
personal and engaging, agents were motivated to become
involved in their own learning, which helped them be more
successful in their career and within the company.
A global technology company reached out to us, because it needed help training customer service agents in product
use, applications, and troubleshooting. Here’s how we did it.
Do you have a training challenge that needs a little
extra creative juice? Give us a call, and discover
what we can do for you!
Case Study:
Humanizing Technology