Genesys Cloud Platform 

Genesys Cloud Platform Migration Training- Agents 

This course was designed to prepare 1200+ agents for the adoption of Genesys Cloud Platform. Genesys was replacing several key programs and was to be integral to the agents' daily responsibilities.

The challenge in this scenario was the combination of three factors.

1. The training needed to communicate a massive amount of content, much of which would be intimidating to most of the training audience.

2.  It was vital to business operations that the agents master the entirety of the content before launch, based on this web-based training alone.

3.  Being in the banking industry, these agents are inundated with frequent web-based trainings: regulatory, procedural, legal, etc... Most have little to do with the day-to day performance of their job. In short, this was a group that had been conditioned to breeze through web-based trainings as rapidly as possible.

Therefore, this training took on the following tasks in addition to effectively conveying the information.

1. To present a large amount of technical content in such a way that agents could quickly comprehend and effectively recall it at launch.

2. To facilitate the agents' confidence in their ability to master the content and adapt to the new system. 

3. To communicate the relevance of this information to the agents' role.

4. To obtain and keep the agents’ attention and focus long enough to get through the large body of information. 

Considering the agents' familiarity with the templates and styles consistently used in their boilerplate web-based trainings, and being aware of how quickly simple concepts can be made complex when employing formal language, part of my approach was to create a training with a professional, yet unexpectedly informal, style and tone. I designed this training with simplicity, informality, and visual novelty front of mind throughout the entire process. 

I am incredibly proud of how well it succeeded in supporting the individuals and the business unit.  At launch, we had a very well-prepared body of agents, agents who knew they were up to the task, and did an incredible job managing the huge shift in their day-to-day functions.

To me that says that this training took a lot of "boring" and "complicated" content that learners would usually find daunting, and made it relevant, digestible, and manageable. To me that says that because I performed my duties well, I empowered a large group of my colleagues to be successful in their roles, and I supported my organization to the best of my abilities. This training, with its challenges, design process, and outcome, is a perfect illustration of why I find my work so fulfilling, and why I’m driven to continue to grow, innovate, and contribute in the workplace learning environment.