No Time for Conventional Training
In April 2020, Chris King was tasked with an urgent mission: train 300 inexperienced call center agents to manage critical COVID-19 notifications in just eight days. Amid rapidly changing protocols, King’s team developed a Digital Coach (EPSS) while crafting call scripts to ensure real-time guidance. Applying the EnABLE methodology’s principles, they swiftly organized content, focusing on the moment of “Apply”. The Digital Coach proved indispensable, allowing agents to confidently navigate evolving circumstances. The project’s success showcased collaboration, adaptability, and the power of EnABLE in a pandemic response that saved lives.