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 Company: Allen Interactions Inc., Mendota Heights, MN
Company Description: With more than a decade of experience, Allen Interactions has an unrivaled track record in delivering dynamic enterprise custom e-learning solutions that execute business change, drive and improve performance, accelerate speed to profit and improve people effectiveness.
Nomination Category: Interactive Multimedia Categories
Nomination Sub Category: Training
Nomination Title: Quality Client Conversations
- The date on which this nominated production was first distributed or otherwise made public:
Piloted January 2008; released February 2008 with initial application use. Due
to overwhelming adoption, several other application uses are under design.
- Briefly describe this entry’s communications objectives and how it met those objectives (up to 100 words). Provide here the URL of your nominated production:
URL: http://qcc.alleni.com/demo/
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When presented with common client scenarios, new representatives will be able to:
•Confidently assist clients, correctly answer their questions, and process their
requests using simulated software tools.
•Effectively manage the conversation, minimize "dead air," and build rapport
with the client.
Success for each objective is measured by coach and peer evaluations of each.
By providing a safe environment where representatives can practice verbally
before speaking with live customers, this e-learning tool will assist in the
following:
•Reduce the amount of fear that new hires face with “first calls”
•“Connect” employees with the customer need.
•Eliminate the necessity of new employees “practicing” with live customer calls.
•Build confidence in customer interactions.
•Reduce the amount of “hand raising” for help during first calls.
•Increase one call resolution, and therefore decrease the number of customer
transfers.
This video explains the business need for this e-learning course as well as a
demo of a customer service representative assisting a customer using Quality
Client Conversations:
http://knowledge.alleni.com/QCC_Schwab_Video/QCC.swf
- List the appropriate creative and production credits for this entry: Advertising Agency/City: Client: Art Director: Cinematographer: Creative Director: Designer: Director: Illustrator/City: Music Producer/City: Photographer/City: Printer/City: Producer: Production Company/City: Programmer: Writer: Web Development Firm/City:
AI = Allen Interactions
CS = Charles Schwab
•Advertising Agency/City: Internal Charles Schwab (CS) and Allen Interactions
(AI) teams.
•Client: Charles Schwab – Susan Long
•Art Director: Joseph Brudlos (AI)
•Cinematographer: n/a
•Creative Director: Joseph Brudlos (AI)
•Designer: Carla Torgerson (AI)
•Director: Susan Long (CS)
•Illustrator/City: n/a
•Music Producer/City: n/a
•Photographer/City: n/a
•Printer/City: n/a
•Producer: Christy Pletcher (CS) and Stephen Rekstad (AI)
•Production Company/City: Audio – Babylon Studios and AI
•Programmer: AI team Patrick Krekelberg, Charlie Wayman (CS), Jim Velasquez (CS)
•Writer: Shannon Murphy (CS), Christy Pletcher (CS), Jill Yorker (CS), LeeAnn
Horner (CS)
•Web Development Firm/City: Internal Charles Schwab and Allen Interactions
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