Guided and Practice Simulation

This interactive troubleshooting simulation, created for FIS, enhances employee proficiency in resolving common website issues. Designed to onboard customer service representatives, it focuses on equipping learners with the skills needed to assist customers effectively, especially with common cardholder problems—a key driver of support calls

• Objective: Improve troubleshooting skills and reduce resolution time for website-related issues.
• Tools Used: Articulate Storyline, multimedia elements, branching scenarios.
• Duration: ~30 minutes of interactive, learner-driven content

• Guided Simulation: Supplemental training to Virtual Instructor-Led Training (VILT), offering step-by-step guidance through real-world troubleshooting scenarios.
• Practice Scenarios: Randomized branching encourages memory recall and real-time decision-making.
• Multimedia Integration: Videos, graphics, and voice-overs enhance engagement and comprehension.
• Assessment: Built-in quizzes and checkpoints evaluate knowledge retention and application.