RingCentral Refresher
This project focused on improving employee adherence to protocols when using the RingCentral phone system. I followed an action mapping process to analyze the workflow and identify critical employee actions. Key results included significant increases in proper softphone usage and reductions in login errors after deploying the training.
Project Foundations
Audience
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Sales Representatives utilizing RingCentral
Responsibilities
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Develop training materials
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Create compliance-focused communication
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Design visually engaging instructional content
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Improve system usage and protocol adherence
Tools Used
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Articulate Storyline 360
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Articulate Rise
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RingCentral Platform
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SalesForce LOS
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Canva Pro
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Snagit
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Draw.io
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Coolors
Process
This project focused on enhancing employee adherence to protocols when using the RingCentral phone system. I followed an action mapping process to analyze the workflow and identify critical employee actions.
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Conducted action mapping to analyze employee behaviors and steps within the RingCentral softphone workflow. This revealed priority areas for training.
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Identified seven core performance objectives for proper softphone usage based on the action mapping findings. Objectives spanned login, call routing, recording, and troubleshooting.
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Developed interactive e-learning modules for each objective, incorporating demonstrations, knowledge checks, and scenarios.
My color palate was inspired by the RingCentral logo.
Results & Takeaways
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Strong completion rate of the training modules across employees within months of deployment.
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Notable increases in self-reported softphone proficiency after training compared to before.
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Significant decreases in improper login attempts indicating positive behavior change.
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Clear improvements in call recording compliance based on system data.